We’re looking for a Technical Support Manager who is as strong with people as they are with platforms. In this pivotal role, you’ll lead a team of 14 technical support specialists across North America, ensuring they have the tools, guidance, and support to deliver outstanding customer experiences.
This is a hands-on leadership role in a fast-paced SaaS environment. You’ll oversee day-to-day support operations, act as the point of escalation for complex issues, and ensure your team is consistently delivering timely, high-quality technical support for our flagship SaaS systems: Learning Management Systems (LMS), Environmental Health & Safety (EHS), and Chemical Management Systems (CMS/SDS).
You’ll work closely with Product, Engineering, Sales, and Customer Success teams to solve problems, advocate for our customers, and make sure the support organization has a strong voice in company-wide initiatives.
If you thrive in environments where no two days look the same, know how to balance customer needs with business priorities, and love helping people grow while keeping support operations running smoothly, this is the role for you.
What You’ll DoLead & Develop the Team
- Manage and develop a team of 14 technical support specialists across North America.
- Mentor, coach, and grow team members through regular feedback, goal setting, and career development.
- Step in to handle escalated support tickets when needed.
- Foster a positive, collaborative, and inclusive team culture.
Provide Technical & Escalation Oversight
- Act as the go-to escalation point for complex customer and technical issues.
- Perform root cause analysis and advocate for long-term solutions.
- Serve as subject matter expert across LMS, EHS, and CMS platforms (training provided).
Support Strategic Initiatives
- Contribute to M&A projects (platform analysis, data migrations, post-integration support).
- Occasionally support RFP responses or technical input during pre-sales.
- Represent the support team in strategic planning sessions, serving as the voice of the customer and support organization.
- Collaborate directly with stakeholders across Product, Engineering, Sales, and Customer Success to influence priorities, advocate for the team, and ensure support considerations are built into business initiatives.
- Make and own decisions on behalf of the support function without requiring constant escalation to senior leadership.
- Thrive in an autonomous leadership capacity, balancing business needs with customer impact while protecting team bandwidth.
Own Processes & Partner Cross-Functionally
- Refine support workflows for efficiency, scalability, and customer satisfaction.
- Collaborate with Product, Engineering, Sales, and CS to align strategies and represent the customer support perspective in planning.
- Balance workloads and priorities across global teams.
Drive Results Through Metrics & Continuous Improvement
- Track KPIs and operational performance, reporting insights to senior leadership.
- Lead process improvement and automation initiatives.
- Ensure service-level goals are consistently met or exceeded.
Requirements
- 3–5+ years of leadership experience managing technical support or escalation teams in a SaaS or fast-paced environment.
- Demonstrated success managing teams of 8+ support professionals.
- Strong technical aptitude; ability to learn new SaaS platforms quickly (prior experience with LMS, EHS, or CMS systems a plus).
- Proven track record handling escalated customer issues and root cause analysis.
- Skilled at balancing customer needs with business objectives.
- Experienced in cross-functional communication and representing the support team in broader initiatives.
- Confident decision-maker with accountability for outcomes, even in ambiguous situations.
- Experience with CRM/support platforms (Salesforce, Intercom, Zendesk, or similar).
- Comfort with metrics-driven management (KPIs, SLAs, reporting).
- Adaptable, flexible, and thrives in high-change environments.
Benefits
- Opportunity to lead a highly skilled team in a visible, impactful role.
- Direct involvement in strategic initiatives, platform innovation, and customer experience improvements.
- Exposure to cross-functional work across global teams.
- A fast-paced, collaborative environment where you’ll have the autonomy to make decisions and drive outcomes.
- Competitive compensation, benefits, and ongoing professional development.
Top Skills
What We Do
HSI is a leader in Environmental, Health and Safety (EHS) and workforce development software, training, and compliance solutions. Our content solutions and technology platform enable safety, HR and operations managers to train employees on necessary workforce skills, keep workers safe, and meet regulatory and operational compliance requirements.
