Manager, Technical Support

• Leads a team that is responsible for providing a high level of technical support and customer satisfaction.
• Conducts weekly 1:1s, prepares performance assessments; mentors and guides the professional and technical development of your team members.
• Provides continuous feedback, addresses underperformance, and recognizes the individual strengths and contributions of your team members.
• Develops a superior understanding of Global Relay Products and Services.
• Monitors and analyze support metrics, customer feedback, and system performance to drive continuous improvement.
• Manages staffing plans and work scheduling.
• Facilitates open communication between Technical Support and other departments within Global Relay.
• Collaborates with development and product teams to address software issues, bug fixes, and feature enhancements.
• Provides training and mentoring to support staff to ensure continuous skills development and high team performance.
• Stays updated on industry trends, emerging technologies, and best practices to improve support operations.
• Manages and resolves escalations related to the support process, direct reports or product.
• Oversees documentation of support processes, FAQs, and knowledge base articles to enhance self-service capabilities.
• Provide world-class customer experience in all parts of work.

• Builds strong relationships with peers and stakeholders to deliver on common goals.
• Acts as a goal-oriented, self-starter who can work independently and reliably with minimal supervision.
• Demonstrates strong ability to work comfortably under pressure in a fast-paced environment and able to handle challenging situations with integrity, empathy and sincerity.
• Adapts and pivots quickly under changing conditions and circumstances; embraces new challenges and adjusts approaches as needed.
• Showcases good judgment and prioritization skills to proactively and independently solve problems and make strong decisions.
• Exhibits broad knowledge of the challenges and benefits of supporting a SaaS environment.
• Has strong ability to react and effectively remove roadblocks affecting team efficiency.
• Understands and able to communicate at all levels the impact to business and customers from Service Incidents.
• Leads technical recovery to mitigate and restore service, minimizing impact to customers for major incidents while considering all aspects of Incident Management.
• Identifies opportunities to improve efficiency and effectiveness of team.
• Ensures new products, services, and features are fully supportable and meet Support Services non-functional requirements.
• Identifies and recruits exceptional talent to improve the overall skillset and experience level of the team.
• Manages direct reports with different levels of technical knowledge and experience, skillsets and expertise, and technical areas of focus.
• Exemplifies strong written and verbal communication skills, to manage both client and peer internal organization interactions.

• Previous experience in a SaaS or enterprise grade organization.
• Post-secondary education (minimum of an undergraduate degree is preferred).
• 10 years SaaS support experience in a client-facing role.
• At least 5 years of progressive leadership experience within a support organization.
• Exceptional communication and collaboration skills, enabling you to effectively build relationships with technical and non-technical stakeholders.
• Strong ability to set priorities and coordinate work efficiently and effectively.
• Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity.

• Global Relay Technical Support is a 24x7 team using a follow-the-sun model.
• Managers may be required to work outside of business hours, including weekends and statutory holidays.
• This is a fully in-office role, with flexibility as required

Global Relay