Technical Support Team Manager

Propeller is seeking a Technical Support Team Manager to lead the performance and efficiency of the Technical Support Team within Customer Support. This role combines people leadership with hands-on technical direction, helping the team resolve complex customer issues across integrated hardware and cloud software in a fast, measurable way.

Role overview

You will set the direction for Technical Support strategy, manage capacity and queue coverage, and ensure consistent, high-quality outcomes across phone, email, and chat. The position also emphasizes enablement through onboarding and ramp plans, continuous improvement in troubleshooting and communication, and metric-driven process changes that reduce customer effort and improve resolution speed.

Responsibilities

• Manage team capacity, queue coverage, and case assignment strategies to optimize utilization and support timely, high-quality resolutions across all customer segments and channels (phone, email, chat).
• Coach and mentor a team of Technical Support Specialists, Technical Support Engineers, and Senior Technical Support Engineers through regular 1:1s, performance reviews, and career development planning across all three IC levels.
• Strengthen technical troubleshooting expertise, customer communication, and product knowledge by using Senior Technical Support Engineers as technical mentors and escalation points.
• Own onboarding and ramp plans for new hires, with the goal that entry-level Specialists reach autonomy on basic hardware and software tickets within their first 90 days.
• Define and execute the overall Technical Support strategy with an emphasis on scalability, efficiency, and consistent customer outcomes across hardware and software issues.
• Maintain direct involvement with complex or escalated cases, including issues involving data discrepancies, photogrammetry, and hardware troubleshooting.
• Analyze support metrics such as CSAT, Resolution Time, Response Time, Ticket Productivity, First Contact Resolution, and others to identify bottlenecks and implement process improvements.
• Set standards and quality control mechanisms across customer interactions, troubleshooting workflows, and escalation paths, aligned with team playbooks.
• Oversee the creation, maintenance, and adoption of the team knowledge base and internal troubleshooting documentation to keep resources current with product updates.
• Serve as the primary liaison between Technical Support and stakeholders across Engineering, Product, Implementation, Geospatial, Customer Success, Sales, and Logistics.
• Partner with Engineering and Product to escalate recurring issues, surface customer pain points, and inform roadmap direction based on frontline insights.
• Work with Customer Success and Implementation leadership to support a seamless handoff of customer issues and a consistent customer experience across the lifecycle.
• Aggregate recurring technical issues and customer insights from the team and translate them into actionable feedback for Product, Engineering, and Logistics teams.
• Act as the primary contact for high-priority customer escalations, working directly with team members to drive resolution.

Requirements

• 3+ years of experience managing a technical support, customer support, or technical services team, ideally in a SaaS or hardware-plus-software environment.
• Strong technical troubleshooting knowledge across both hardware and software, including the ability to coach complex concepts such as data capture, photogrammetry, GPS, or geospatial workflows.
• Proven ability to define and measure KPIs (CSAT, resolution time, response time, productivity), use data to improve processes, and forecast capacity needs based on ticket volume and customer growth.
• Exceptional verbal, written, and presentation skills for representing the team in internal leadership meetings and customer escalations.
• Experience designing, implementing, and measuring scalable customer support methodologies, including escalation paths and tiered support models.
• Track record of building strong relationships with Engineering, Product, Customer Success, and Sales to maintain alignment on customer experience.
• A strong ownership mindset with empathy in customer interactions.

Technologies

• Drones
• DirtMate
• Aeropoints
• Zendesk

Nice-to-haves

• Experience in the construction, mining, aggregates, or civil engineering sectors.
• Familiarity with geospatial tools, survey data, drone-based mapping workflows, GPS technologies, photogrammetry, radio modems, or machine control.
• Experience managing support teams that combine hardware troubleshooting with SaaS platform support.
• Prior experience with Zendesk or another support ticketing platform at the admin or team-lead level.
• Remote pilot license (Part 107).

Compensation and location

• Location: Denver, CO (onsite)
• Salary: USD 100,000 - 120,000 per year

Benefits

• Fully paid employee United Platinum PPO medical, dental, and vision coverage
• 20 day paid vacation time per year with no accrual or carryover cap
• 3% non-elective employer contribution to 401(k)
• Employee share options
• Professional development budget and leave
• Opportunity to take part in the mentorship program
• $100 USD monthly telephone and/or internet allowance
• Paid primary & secondary parental leave policies
• $275 USD one time work from home set up budget, and a laptop, monitor, mouse, and keyboard