Technical Support Manager - HVAC Construction

Warmboard Inc. is seeking a Technical Support Manager to lead its Technical Support team with a focus on HVAC and radiant floor heating. This onsite leadership role drives day-to-day operations, cross-functional collaboration, and continuous improvement to elevate customer support performance.

Responsibilities

• Lead ongoing training and development of Technical Support team members
• Coach the team to deliver high-quality technical support
• Serve as an escalation point for complex issues, stepping in directly when needed to support customers and the team
• Guide day-to-day execution, ensuring issues are handled efficiently based on complexity
• Oversee daily support across phone and email channels, with a strong emphasis on a phone-first support model
• Build and reinforce best practices for handling real-time customer interactions over the phone, including troubleshooting, communication, and de-escalation
• Act as a hands-on leader, stepping in during peak times and complex situations
• Drive effective troubleshooting across hardware, software, and system-related issues
• Own and optimize case management workflows to improve resolution speed and consistency
• Partner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliability
• Build and manage Help Center and knowledge base content to improve self-service and internal support
• Identify trends and provide feedback to drive product and process improvements
• Analyze support metrics to identify gaps and improve performance
• Forecast staffing needs and ensure proper coverage
• Continuously refine processes, tools, and documentation to improve efficiency and scale
• Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience

Requirements

• 5+ years of experience in technical support or support engineering
• 3+ years leading teams in a hardware + software environment
• Strong hands-on troubleshooting across devices, systems, and integrations
• Experience in a phone-first support environment with real-time coaching
• Proven ability to build and scale support processes, workflows, and infrastructure
• Strong understanding of case management, escalations, and SLA-driven support
• Experience building and maintaining Help Center / knowledge base content
• Ability to partner with Engineering, Product, and Business Systems
• Analytical mindset with a focus on improving performance through data
• Residential construction: 2 years (Required)
• Scotts Valley, CA 95066 (Required) - commute to on-site location

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Type

Full-time

Compensation

USD 110,000 - 140,000 per year

Location

Scotts Valley, CA 95066 (onsite; in-person)