We are hiring on behalf of one of our clients, a leading RegTech SaaS company serving enterprise customers across banking, fintech, and compliance sectors worldwide. Their solutions power mission-critical operations for highly regulated industries, and providing reliable, world-class support is a top priority.
Role OverviewThe Technical Support Manager will lead the customer support function, ensuring clients receive timely, effective, and high-quality assistance for technical and product-related issues. This role involves managing a team of support engineers, implementing scalable support processes, driving customer satisfaction, and working closely with product and engineering teams to resolve issues and improve product experience.
Key Responsibilities- Lead and manage the technical support team, including hiring, training, and performance management.
- Develop and implement support processes, SLAs, and escalation paths to ensure quick and effective issue resolution.
- Monitor support tickets, prioritize workloads, and ensure adherence to response and resolution timelines.
- Serve as the escalation point for complex or high-priority customer issues.
- Collaborate with engineering, product, and QA teams to address recurring issues and contribute to product improvements.
- Track and report on support KPIs (response time, resolution time, CSAT, NPS, ticket backlog).
- Implement and optimize support tools and systems (Zendesk, Freshdesk, Jira, or similar).
- Identify opportunities for self-service and knowledge base expansion (FAQs, tutorials, product documentation).
- Drive continuous improvement in support efficiency, customer experience, and team capability.
- Represent the voice of the customer by sharing insights and feedback with cross-functional teams.
Requirements
- Bachelor’s degree in Computer Science, IT, or related field (or equivalent work experience).
- Strong leadership skills.
- 5+ years of experience in technical support for SaaS or enterprise software, with at least 2 years in a leadership role.
- Strong knowledge of SaaS platforms, APIs, cloud infrastructure, and web technologies.
- Experience with ticketing and support tools (Zendesk, Jira, Freshdesk, ServiceNow, etc.).
- Strong problem-solving skills with the ability to analyze technical issues and guide teams to resolution.
- Excellent communication and stakeholder management skills, with experience handling enterprise customers.
- Proven ability to build, coach, and lead a high-performing support team.
Top Skills
What We Do
HR Force was built with the vision of connecting the right people with the right business entity. We are firm believers in utilization of talent for the advancement & betterment of humankind, and live by a policy of "no talent goes unnoticed”.
Our Services include
Talent Acquisition Management
Culture & Employee Branding
Compensation & Benefits Management
Performance Management & Training Development
Internal Policy Creation and Implementation
