Manager, Technical Support in London

Position Overview

The Manager, Technical Support, will build and lead our new Technical Support function as we transition to a SaaS‑ready, tiered support model. This role is responsible for building and managing a high‑performing technical team dedicated to cloud service health, API and customization incidents, platform reliability, and problem management. This role is customer‑facing when necessary and requires extensive experience communicating directly with senior business and technical leaders in our customer base. The successful candidate must demonstrate confidence in high‑stakes conversations, including executive briefings, incident updates, and postmortem reviews. The Technical Support Manager partners closely with the Technical Product Manager to improve triage quality, gatekeep engineering effort, and convert recurring incidents into systemic product and platform improvements.

Work Arrangement: Remote

Responsibilities

• Build, lead, and coach the Technical Support team.
• Own technical case management, including MTTR, SLA performance, prioritization, communication.
• Implement end‑to‑end case ownership, ensuring zero “ping‑ponging” between teams.
• Build and maintain operational runbooks, SOPs, and service workflows for the technical track.
• Act as incident commander during Sev‑1 and Sev‑2 events.
• Oversee technical investigation and resolution for:

• Cloud service interruptions
• API failures and integration issues
• Customizations/configured logic incidents

Qualifications

• Bachelor's Degree in STEM field or equivalent experience.
• 6–8 years of experience in SaaS technical support, SRE, escalations engineering, or incident response; 5+ years managing technical teams in a tiered or escalations model.
• Extensive customer‑facing experience interacting with C‑level stakeholders, senior business leaders, and technical leadership teams.
• Deep understanding of cloud architectures, observability, APIs, logs, and troubleshooting methodologies.
• Strong background in incident and problem management (RCA, CAPA, PIRs).
• Experience collaborating with engineering and product on defect intake and prioritization.
• Ability to travel up to 10% as business needs require.
• Role requires the following physical capacity: Sedentary: primarily desk/computer work.
• Must be legally authorized to work in United States; Elite does not provide employment sponsorship for this position.

Benefits

• Competitive Compensation Package
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Tuition Reimbursement
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Calm, free premium subscription
• Employee Discount Program

Equal Employment Opportunity Statement

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug‑free workplace. We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. Please note that we do not offer sponsorship for this position.