Technical Support Manager

The Technical Support Manager will oversee global technical support operations for a fleet and logistics software platform, guiding escalation, process design, knowledge management, and cross-functional collaboration to standardize support and elevate customer outcomes.

Responsibilities

• Oversee the US and Poland support operations across Tier 1 to Tier 3 routing, coverage planning, scheduling, capacity management, and ramp activities.
• Serve as the senior technical point for complex or high-severity issues, including escalation rules, root cause analysis, and post-incident reviews.
• Lead customer communication and de-escalation efforts, coaching the team and stepping in directly when senior attention is required.
• Maintain and update knowledge bases, playbooks, and call scripts for both internal teams and external customers as the product evolves.
• Coordinate training and certification for Tier 1 through Tier 3, with regular calibration to ensure consistent handling of issues across teams.
• Monitor quality and performance metrics such as CSAT, SLA attainment, first-contact resolution, average handle time, ticket aging, backlog health, abandoned call rate, and QA scorecards.
• Manage support tooling spanning ticketing, telephony, knowledge base, issue tracking, and reporting within a largely homegrown stack; focus is on how support systems should operate, not on specific tool familiarity at day one.
• Foster cross-functional partnerships with Sales, Engineering, Product, Configuration/Implementation, and Billing to surface bug trends, reduce recurring friction, and prepare Support ahead of feature releases.

Requirements

• 5+ years in technical support, including 2+ years leading a support team in B2B SaaS, IoT, telematics, fleet/logistics technology, or a similarly complex product environment.
• Direct ownership of at least two areas such as an escalation framework, QA program, knowledge base/training program, support KPI reporting, or distributed-team operating cadence.
• Strong diagnostic ability to analyze unfamiliar issues and determine whether the root cause lies in hardware, software, connectivity, configuration, installation, integration, or user workflow.
• Solid escalation judgment with the ability to remain composed with frustrated customers, communicate difficult news clearly, maintain ownership, and rebuild trust.
• Experience with complex SaaS products, including multi-component platforms with hardware, web, mobile, APIs, and integrations.
• Proven track record of building scalable processes such as escalation frameworks, knowledge bases, training programs, QA standards, and SOPs.
• Excellent written and verbal communication skills, capable of producing clear RCAs, usable playbooks, and customer-facing emails that are well received.
• Willing and able to be on-site in Fort Myers, FL at least 2 days per week, with additional on-site time during onboarding, training rollouts, and major escalations.
• Willing and able to travel internationally up to quarterly, including to Poland, and to obtain or maintain required travel documentation.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid time off
• Flexible spending account

What FTS Offers

• Direct access to technical, hands-on leadership.
• Real ownership of the support operating model, including standardization, improvement, and building missing components.
• Two teams across two countries, offering meaningful scope and impact.
• Health, dental, vision insurance, 401(k), and PTO.

How to Apply

Apply through Indeed and include a short note describing one support process you built or fixed, and what changed as a result.

Pay

From $65,000.00 per year

Experience

• Technical support: 2 years (Required)

Location

Fort Myers, FL (Required)

Work Location

Hybrid remote in Fort Myers, FL

What Success Looks Like (First 6 Months)

• US and Poland teams operate from a single shared playbook with consistent triage, escalation, and QA standards.
• Severity levels, escalation owners, and after-hours rules are documented and in active use.
• A QA program is in place, with coaching scorecards reviewed on a weekly cadence.
• The knowledge base reflects current product reality, and Tier 1 deflection improves.
• Leadership can identify top issue drivers, actions taken, and recommended staffing or product changes.

Strongly Preferred

• Experience leading teams across locations or time zones.
• Background in fleet management, telematics, GPS tracking, dashcams, ELD compliance, or hardware plus software support environments.
• Familiarity with support tooling such as ticketing/CRM, telephony, knowledge bases, issue tracking, and reporting.
• Experience using automation or AI to improve support quality and speed.
• History of producing executive-level reporting and using data to justify headcount or process changes.