Technical Support Manager

We are seeking an experienced and results-driven Technical Support Manager to lead our global technical support organization within the cybersecurity and workflow communication industry. This U.S.-based role manages a distributed international team responsible for delivering exceptional technical assistance, maintaining high availability, and continuously improving customer satisfaction.

The ideal candidate combines technical depth, leadership excellence, and a strategic mindset using AI and automation to modernize support operations, enhance efficiency, and deliver proactive, data-driven customer experiences.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop a global team of Technical Support Engineers, building a culture of collaboration, empathy, and accountability.
• Establish and manage KPIs, SLAs, and performance metrics to ensure operational consistency and excellence.
• Partner with the VP of Customer Enablement & Success to define strategic goals for scaling and optimizing global support delivery.
• Collaborate with HR and regional leadership to hire, onboard, and retain top support talent across geographies and time zones.

Customer Experience & Support Delivery

• Oversee daily global support operations to ensure timely and high-quality issue resolution.
• Manage escalations and act as a point of contact for complex or business-critical customer situations.
• Champion the customer experience, driving CSAT and NPS improvements through clear communication and effective issue management.
• Collaborate cross-functionally with Product, Engineering, and Customer Success to ensure customer feedback informs product enhancements.

AI, Automation & Operational Innovation

• Implement and expand the use of AI-driven tools, chatbots, and automation to improve service responsiveness, accuracy, and scalability.
• Develop and maintain self-service capabilities, including intelligent search, knowledge-base optimization, and automated resolution workflows.
• Leverage data analytics, machine learning insights, and predictive models to identify trends, reduce ticket volumes, and drive proactive support.
• Evaluate and introduce emerging technologies that improve customer engagement and streamline support operations.

Technical Expertise & Continuous Improvement

• Maintain a strong understanding of cybersecurity fundamentals, secure communication architectures, APIs, and integrations.
• Provide technical leadership and mentorship for troubleshooting across SaaS, cloud, and hybrid environments.
• Ensure high-quality internal and customer-facing documentation, enabling both reactive and proactive support strategies.
• Drive continuous process improvements using analytics, customer feedback, and post-incident reviews.

Qualifications

Required

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).
• 7+ years of experience in technical support or customer engineering, including 3+ years in a leadership capacity.
• Proven success managing global teams in 24/7 enterprise or SaaS environments.
• Strong foundation in cybersecurity principles, networking, and secure workflow platforms.
• Demonstrated experience using AI, automation, or analytics tools to optimize customer support delivery.
• Excellent communication, problem-solving, and stakeholder management skills.
• Proficiency with tools such as Zendesk, Jira, Salesforce Service Cloud, Looker, or equivalent
• For candidates residing in the U.S.: This role may require the ability to obtain and maintain a U.S. government security clearance in the future. As such, U.S. applicants must be U.S. citizens and eligible under applicable clearance requirements.
• Applicants must meet eligibility requirements for access to export-controlled information as defined by U.S. export control laws, including EAR and ITAR.

Preferred

• Experience with enterprise collaboration or workflow communication platforms.
• Familiarity with scripting, APIs, and integration frameworks.
• Certifications such as ITIL, CompTIA Security+, or CISSP.
• Exposure to AI-enabled support ecosystems, including NLP chatbots, LLM-assisted ticket triage, or predictive analytics.

Mattermost takes a market-based approach to pay and pay may vary depending on your location. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.