twiceasnice Recruiting
Technical Support Manager, Enterprise Applications
twiceasnice Recruiting, Washington, District of Columbia, us, 20022
Technical Support Manager, Enterprise Software/Applications
Location: Washington, DC
Salary: $90,000 - $150,000 (DOE) + Bonus + Benefits
Benefits: Medical, Dental, Vision, 401k, Holidays, PTO
Job Type: Full-Time | Hybrid (in office 2x/week)
Typical Hours: Monday-Friday
Start Date: ASAP
Sponsorship is not available
Relocation assistance available
Technical Support Manager, Enterprise Applications Description
Our client in the SaaS industry is looking for a Technical Support Manager to join their team in Washington, DC. In this role, you’ll lead a support team of a billing and revenue platform used by companies across the globe to help them implement innovative pricing strategies and contract structures. You'll combine hands-on ticket resolution with strategic process improvement. The ideal candidate has a strong technical background, thrives in customer-facing scenarios, and is motivated to build scalable systems that improve client satisfaction. This is a great opportunity to grow into a leadership role within a fast-growing company that values innovation and customer satisfaction.
Technical Support Manager, Enterprise Applications Responsibilities
•
Manage a technical support team ensuring timely, quality resolution of client issues •
Oversee support operations including ticket triage, escalation, and documentation •
Collaborate with Product and Engineering to resolve complex bugs and data issues •
Define and track KPIs like CSAT, first response time, and resolution time •
Maintain and improve support documentation and self-service resources •
Act as point of escalation for critical client issues and high-severity incidents •
Coach and mentor team members, fostering accountability and growth •
Work cross-functionally to enhance tools, workflows, and client communication Technical Support Manager, Enterprise Applications Qualifications •
3+ years of technical support experience in SaaS or enterprise software required •
Experience with web-based platforms, APIs, and data integration required •
Customer-facing experience and ability to de-escalate high-stress situations required •
Proficiency with ticketing and support tools required
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Manage a technical support team ensuring timely, quality resolution of client issues •
Oversee support operations including ticket triage, escalation, and documentation •
Collaborate with Product and Engineering to resolve complex bugs and data issues •
Define and track KPIs like CSAT, first response time, and resolution time •
Maintain and improve support documentation and self-service resources •
Act as point of escalation for critical client issues and high-severity incidents •
Coach and mentor team members, fostering accountability and growth •
Work cross-functionally to enhance tools, workflows, and client communication Technical Support Manager, Enterprise Applications Qualifications •
3+ years of technical support experience in SaaS or enterprise software required •
Experience with web-based platforms, APIs, and data integration required •
Customer-facing experience and ability to de-escalate high-stress situations required •
Proficiency with ticketing and support tools required
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