Senior Technical Support Manager at The People Practice

Our client, a leading all-in-one fraud and compliance platform for financial institutions and fintech, is looking for a Senior Technical Support Manager who will play a pivotal role in ensuring the success of our customers by providing advanced technical assistance, managing key accounts and driving customer satisfaction. The ideal candidate will serve as a bridge between our technical and customer success teams, ensuring that customer issues are resolved efficiently while also helping customers maximize their use of our platform.

This role is ideal for someone with a strong technical background, experience in customer success, and the ability to troubleshoot complex issues while fostering strong client relationships.

Responsibilities

Technical Support & Troubleshooting

• Serve as the primary point of contact for technical escalations, troubleshooting issues related to the organization\'s Platform.
• Diagnose and resolve technical issues, working closely with engineering and product teams to escalate when necessary.
• Maintain deep product knowledge to provide accurate resolutions and proactive guidance to customers.
• Analyze recurring customer issues and collaborate with the development team to implement long-term solutions.
• Ensure timely responses to support tickets, adhering to SLAs and best practices.

Account Management & Customer Success

• Develop strong relationships with key accounts, ensuring their needs are met and maximizing their satisfaction.
• Guide customers in best practices, onboarding, and optimizing their use of our platform.
• Monitor customer engagement and proactively identify opportunities to enhance their experience.
• Work cross-functionally with sales, product, and engineering teams to ensure a seamless customer journey.
• Provide insights and feedback from customers to inform product improvements and feature enhancements.

Process Improvement & Documentation

• Maintain and update knowledge base articles, FAQs, and technical documentation to improve self-service options for customers.
• Identify gaps in existing support processes and recommend improvements to enhance efficiency.
• Train and mentor junior support associates to improve overall team performance.  

Qualifications

• 3-5+ years of experience in technical support, account management, or customer success, preferably in a SaaS, fintech, or tech-driven company.
• Strong technical background in troubleshooting APIs, databases, cloud platforms, or enterprise software.
• Experience working with CRM tools (e.g., Zendesk, Salesforce, HubSpot) and ticketing systems.
• Ability to read and analyze log files, error reports, and system configurations to diagnose issues.
• Customer-centric mindset, with a track record of building and maintaining positive client relationships.
• Familiarity with scripting or coding (e.g., SQL, Python, PHP, or JavaScript) is a plus.
• Experience working with cross-functional teams including sales, product, and engineering.
• Ability to work independently, prioritize multiple tasks, and thrive in a fast-paced environment.  

Must have skills

• Excellent communication skills – able to translate complex technical issues into simple, customer-friendly solutions.
• Ability to work independently, prioritize multiple tasks, and thrive in a fast-paced environment.