Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a global team to resolve complex technical issues and enhance customer satisfaction.
- Company: Join Duetto, a leader in SaaS solutions for the hospitality industry.
- Benefits: Remote-first work culture with opportunities for professional growth and development.
- Why this job: Make a real impact by driving operational excellence and improving customer experiences.
- Qualifications: 8+ years in SaaS support, with strong leadership and troubleshooting skills.
- Other info: Collaborative environment focused on continuous improvement and innovation.
The predicted salary is between 48000 - 72000 £ per year.
The Technical Support team at Duetto is critical in ensuring our customers have a seamless and positive experience with our solutions. We resolve technical challenges, provide timely and effective support, and collaborate cross-functionally to drive improvements across our products and processes. We are a remote-first, global team that values adaptability, knowledge-sharing, and continuous improvement.
As the Senior Manager, Technical Support (L2 Focus), you will lead our Senior Technical Support Specialists (L2 team), driving advanced operational excellence, team development, and elevated customer satisfaction for complex technical issues and bug escalations. You’ll be responsible for optimizing the L2 team's priorities, fostering a collaborative culture, and ensuring consistently high performance from our most experienced frontline technical talent. You will play a pivotal role in scaling our bug reporting and escalation processes as the business grows, partnering closely with Product, Engineering, and Customer Success teams to ensure critical customer feedback is heard and acted upon.
WHAT YOU WILL DO- L2 Team Leadership and Development: Manage and mentor a global team of 5-10 Senior Technical Support Specialists, providing coaching, regular performance feedback, and professional development. This team will span across regions, requiring oversight of team members in different locations. Foster a culture of accountability, learning, and growth to build a high-performing, collaborative, and engaged L2 team. Optimize and formalize the time allocation for the Senior team, balancing reactive case work with proactive knowledge management, swarming, mentoring, and cross-functional projects. Lead team meetings and conduct one-on-ones to discuss goals, performance, and areas for improvement.
- Advanced Operational Excellence & Case Oversight: Monitor L2 team schedules, queue coverage, workflows, and KPIs, including productivity, response times, CSAT, knowledge contribution, and case collaboration, to drive operational efficiency. Ensure Senior team members adhere to schedules and provide high-quality, advanced customer support, including timely resolution of complex escalations. Act as a player-coach, initially taking on a limited caseload to deeply understand the system and customer issues, transitioning to primary oversight of critical escalations and coaching. Continuously identify and implement process improvements within the L2 team and its interactions with L1 support.
- Bug Reporting and Escalation Management Ownership: Oversee the entire bug reporting process from L1 Support identification (using swarming as needed) to L2 peer review to accurate Jira creation and handoff to Product teams. Serve as the primary owner for high-severity bug-related issues and escalations, overseeing communication and resolution across internal teams and with customers. Determine bug priority changes based on customer escalations (e.g., from Sales or CSMs). Ensure that reported bugs are prioritized correctly with Product and Engineering teams, actively working to revamp and enforce relevant SLAs for bug prioritization based on severity, prevalence, and customer impact. Empower Senior Specialists in their role as primary contacts for Product and Engineering while providing a critical escalation point before issues reach the Senior Director of Technical Support.
- Strategic Collaboration & Knowledge Leadership: Serve as a peer leader with L1 Managers, fostering strong collaboration on swarming initiatives, bug triage and reporting, and the creation and delivery of knowledge and training across the entire support team. Partner with cross-functional teams (Product, Engineering, and Customer Success) to identify bug trends, improve bug resolution processes, and contribute insights from L2 support to drive product enhancements and customer experience improvements. Drive knowledge creation and maintenance within the L2 team, ensuring high-quality documentation and up-to-date resources for complex issues and known bugs. Identify advanced technical support needs, systemic issue analysis, and strategic support initiatives to help lay the groundwork for a future L3 support engineer function.
- 8+ years of experience in SaaS technical support, including 3+ years of experience managing or leading L2/L3 teams in a B2B SaaS customer-facing support team.
- Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments, with a strong ability to get hands-on as needed.
- Proven strong leadership skills, including team management, coaching, and performance optimization for advanced technical teams.
- Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies.
- Exceptional communication skills, with a demonstrated ability to handle high-level escalations, collaborate effectively across teams (Product, Engineering, Sales, CSMs), and represent Support in cross-functional projects.
- Extensive experience in driving process improvements, particularly related to bug reporting, prioritization, and resolution workflows, and fostering a culture of continuous learning and accountability.
- A customer-first mindset and a passion for solving complex problems and driving satisfaction.
- The ability to inspire, motivate, and grow a diverse team in a fully remote work environment.
- A proactive, solutions-oriented approach to problem-solving and cross-functional collaboration.
- Strong organizational skills and the ability to balance hands-on involvement in critical issues with strategic team management and process improvement initiatives.
About Duetto: Duetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. The unique combination of hospitality experience and technology leadership drives Duetto to look for innovative solutions to industry challenges. The software as a service platform allows hotels, casinos, and resorts to leverage real-time dynamic data sources and actionable insights into pricing and demand across the enterprise.
Senior Manager, Technical Support in London employer: Duetto Research
Contact Detail:
Duetto Research Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager, Technical Support in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Duetto or similar companies. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by diving deep into Duetto's products and services. Understand their tech stack and be ready to discuss how your experience aligns with their needs. Show them you’re not just another candidate, but someone who gets their business.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves troubleshooting complex issues, consider mock scenarios where you can demonstrate your thought process and technical expertise. This will help you shine during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the team at Duetto.
We think you need these skills to ace Senior Manager, Technical Support in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in SaaS technical support and team management. We want to see how your skills align with the Senior Manager role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: Since this role involves managing a global team, it’s crucial to demonstrate your leadership abilities. Share examples of how you've mentored teams, driven performance, and fostered a collaborative culture in your previous roles. We love seeing how you inspire others!
Highlight Problem-Solving Experience: We’re looking for someone who can tackle complex technical issues head-on. Include specific instances where you’ve resolved challenging problems or improved processes, especially in a customer-facing environment. This will show us you have the proactive mindset we value.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at Duetto Research
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around SaaS and hospitality technology. Be ready to discuss complex issues you've resolved in the past and how you approached them. This will show that you have the hands-on experience they’re looking for.
✨Showcase Your Leadership Skills
Prepare examples of how you've managed and developed teams in a remote environment. Highlight your coaching techniques and how you've fostered a culture of accountability and growth. They want to see that you can inspire and motivate a diverse team.
✨Understand the Company Culture
Research Duetto’s values and mission. Be ready to discuss how you align with their focus on adaptability, knowledge-sharing, and continuous improvement. Showing that you fit into their culture can set you apart from other candidates.
✨Prepare for Cross-Functional Collaboration
Think about your experiences working with Product, Engineering, and Customer Success teams. Be prepared to share specific examples of how you’ve collaborated across functions to drive improvements or resolve escalations. This will demonstrate your ability to work effectively in a team-oriented environment.
