Senior Technical Support Manager

The Senior Technical Support Manager will lead the support organization for the Envysion product line, combining operational leadership, escalation ownership, and cross-functional coordination to improve customer outcomes and inform the product roadmap.

Role Overview

This position serves as a strategic leader within the technical support function. You will manage team operations, drive adoption of support methodologies, act as the final escalation point, and translate customer feedback into actionable insights through collaboration with Product and Engineering teams.

Key Responsibilities

• Oversee day-to-day team operations and report key support health metrics to senior leadership.
• Implement forward-looking support methodologies, including Knowledge-Centered Support, Collaborative Support, and Community Engagement.
• Operate as the executive point of contact for customer satisfaction trends and overall business operational health.
• Serve as the final escalation point for both client-facing and internal technical support issues.
• Partner with Product and Engineering teams to establish software quality tracking programs.
• Lead cross-functional and new product training programs to support team readiness and effectiveness.

Required Qualifications

• 4+ years of experience as a Technical Support leader or people manager.
• High School Diploma.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Demonstrated support methodologies experience to drive rollout of Knowledge-Centered Support (KCS) across an organization.
• Experience with software quality tracking in collaboration with Product and Engineering on quality initiatives.
• Executive communication skills to report support health metrics and customer trends to senior leadership.
• Operational execution capability to prioritize work, maintain deadlines, and manage shifting priorities in a dynamic environment.
• Cross-functional collaboration experience, including influencing product roadmaps and leading team training programs.

Preferred Qualifications

• Bachelor's degree or equivalent practical experience.
• Background in operations management.
• History of delivering results while maintaining performance excellence.

Compensation and Location

Target base salary: USD 105,000 - 115,000 per year.

Location: Allen, TX (hybrid).

Travel requirements: Under 10%.

Relocation provided: None.

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave

Additional Details

• Position type: Experienced
• Referral payment plan: Yes
• Travel requirements: Under 10%