Technical Support Manager

QuikStor Security and Software offers a client-first, evidence-driven support environment with insurance coverage and retirement planning, plus time to recharge. This full-time, on-site Technical Support Manager role is based at HQ in El Segundo, CA, and includes managing a team that provides coverage across Pacific, Central, and Eastern time zones.

You’ll lead first-line support operations: owning the support queue and service levels, ensuring timely responses, and running escalations into Engineering and QA with high-quality reproduction steps and evidence. The position is also a working manager role, including taking on the most sensitive and highest-severity client escalations personally.

What you’ll do

• Manage, coach, and develop the support team through regular one-on-ones, documented expectations, and development plans.
• Hire and onboard new Representatives, including the current four openings, using a structured onboarding path to get new hires productive quickly.
• Own scheduling and coverage across Pacific, Central, and Eastern time zones so clients receive consistent support through their full business day.
• Run weekly people management for an hourly team, including timesheet review and approval, overtime and schedule changes, and time-off requests to keep payroll accurate and coverage steady.
• Ensure schedules and time records comply with wage and hour requirements, including California meal and rest break rules for the on-site team.
• Set response and resolution targets, monitor reopen rates and handling times, and keep performance at healthy levels.
• Own the Intercom queue end to end, including routing, prioritization, and workload balancing across the team.
• Personally handle the most sensitive and highest-severity escalations through to resolution.
• Run the escalation process into Engineering and QA via the established tracker workflow, ensuring disciplined reproduction steps and evidence on every escalated case, and following each escalation through to client-facing resolution.
• Route hardware and legacy product cases promptly to the Hardware and Legacy support team.
• Ensure the right team members attend recurring feature training sessions and programs created by the Instructional Designer while maintaining queue coverage.
• Build and maintain a subject matter expert coverage plan with primary and backup coverage for specialty areas including payments, gate and access control, and integrations.
• Keep subject matter experts developing against documented plans using materials and sessions from the feature training program and the Instructional Designer.
• Keep help center articles, macros, and support automation current for consistent answers across the team and for clients.
• Own support metrics and deliver a weekly metrics report to leadership covering volume, first response time, close rate, reopen rate, handling time, and client satisfaction, with a monthly operations review rollup when needed.
• Use Intercom reporting to identify trends, staffing needs, and product problem areas, then turn them into concrete actions.
• Maintain the support runbook, including escalation paths, severity definitions, and coverage schedules.
• Own the follow-up loop between Support, QA, and Product so recurring defects are filed, tracked, verified fixed, and communicated back to affected clients.
• Enforce the feature request process by logging every client request in Intercom for Product triage.
• Coordinate with Implementation on go-live handoffs so Support is ready for each new client, and with Client Success for account-level visibility into open issues.

What you bring

• 5+ years in technical support for B2B software, including 2+ years managing or leading a support team.
• Proven experience owning queues and service level targets on a modern support platform, with Intercom strongly preferred.
• Strong data skills, including building and presenting support metrics and working comfortably in Excel.
• Excellent written client communication and proven de-escalation skills.
• Experience managing hourly, non-exempt staff, including timekeeping, scheduling, and overtime management.
• Experience managing remote team members across time zones.

Tools you’ll use

• Intercom
• Excel

Benefits

• Medical, Dental, Vision, and Life Insurance
• 401k Retirement Plan
• Vacation and Sick Time
• 20 Days of Remote Work
• Annual Bonus
• Employee Assistance Program
• Education Assistance Program
• Employee Discount Store
• Equity Opportunities
• Discounted Storage

Compensation and details

• Location: El Segundo, California, USA (HQ) (onsite)
• Role Type: Full-Time, On-Site
• Compensation: $90,000 to $110,000 annualized, depending on experience
• Reports to: Director of Implementation & Support

How success is measured

• Response and resolution times, reopen rates, and client satisfaction.
• Strength of the escalation loop with Engineering and QA and depth of product knowledge across the team.
• First response and resolution times against targets during business hours and across the full coverage window.
• Reopen rate and median handling time trends.
• Escalation cycle time and the age of open escalated cases.
• Subject matter expert coverage with no single point of failure, plus full team participation in the training program.
• Weekly metrics reporting delivered on time with accurate data.
• Client satisfaction scores, and team retention, engagement, and ramp time for new hires.

Preferred qualifications

• Self-storage industry experience, or experience supporting property management or other operationally critical software.
• Experience supporting payments, gate and access control hardware, or APIs.
• Experience building or formalizing an escalation process with Engineering and QA.
• Experience coordinating training or enablement programs for support staff.
• Intercom administration experience, including workflows, macros, help center, and AI agent configuration.