Tech Support Manager

The Tech Support Manager will lead a global technical support organization within the Data Solutions business, strengthening post-sales support and serving as a technical backbone for customer support. This hybrid role is based in Raleigh, NC (4 days in the office, 1 day remote) and works closely with Engineering, Product, Sales, Services, and field dispatch.

Role Overview

In this position, you will build and scale a scalable, high-quality support model designed for consistent coverage and faster issue resolution. You will establish operational workflows, escalation paths, and performance metrics that support accountability across regions, while enabling follow-the-sun support with reliable cross-region handoffs.

Responsibilities

• Lead and scale a global technical support organization with 24/7 coverage and a consistent, high-quality customer experience.
• Design and operationalize a best-in-class support model with clear ownership, escalation paths, and performance metrics.
• Act as an escalation point for critical customer issues, ensuring rapid resolution, strong communication, and minimal business impact.
• Build and develop a high-performing global team, investing in talent, capability, and technical depth.
• Establish scalable support operations and infrastructure, including case intake, triage, and global workflows for visibility and traceability.
• Drive standardization and continuous improvement across tools, processes, and knowledge management to improve speed, quality, and scalability.
• Enable follow-the-sun support models to ensure seamless global coverage and effective cross-region handoffs.
• Serve as a central technical leader across the ecosystem, connecting customers with Engineering, Product, Services, and Sales to accelerate resolution.
• Partner with Engineering on root cause resolution and long-term product improvements, while contributing insights to product roadmaps and knowledge bases.
• Coordinate with Services for end-to-end execution, including field dispatch and related activity.
• Build and evolve a future-ready support function by identifying gaps and driving improvements aligned to rapid DS growth.
• Use customer insights, case data, and trends to improve products, services, and the customer experience.
• Elevate organizational capability through training, documentation, and ongoing technical knowledge development.

Requirements

• Bachelor’s degree in engineering or a related field preferred, or related experience.
• 7+ years of proven experience leading technical support, product support, or engineering-focused customer support teams.
• Demonstrated ability to build and scale global, multi-region teams and operating models.
• Experience working across Engineering, Product, and customer-facing organizations.
• Familiarity with CRM/case management tools (e.g., Salesforce) and support operations.
• Experience with data center infrastructure, cooling systems, or power systems.
• Track record of improving customer experience, support efficiency, and technical capability at scale.

Technology

• Salesforce

Location and Work Model

Raleigh, NC (hybrid): 4 days in the office / 1 day remote.

Compensation

• Compensation Range: $105,000.00 - $195,000.00 (per year)
• Depending on the position offered, the employee may be eligible for other forms of compensation, such as annual incentives.

Benefits

• Medical, dental, and vision plans, including flexible spending accounts; short-term and long-term disability benefits; critical illness and accident insurance; and life insurance.
• 401(k) retirement plan and employee stock purchase plan, each with a company match.
• Tuition reimbursement.
• Caregiver, personal, and parental leave.
• Back-up care services.
• Paid time off, including volunteer time.
• Well-being program.
• Legal and identity theft protection.

Core Values

• Innovative & adaptable
• Dedicated to absolute integrity
• Focused on the customer first
• Respectful and team oriented
• Optimistic and energizing
• Accountable for performance