Support Jobs in Scotts Valley, CA

1 job found

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5d ago

Technical Support Manager - HVAC Construction

Warmboard Inc. Scotts Valley, CA

Scotts Valley, CA

5d ago

$110k - $140k/yr Full time Building Automation Contact Center Customer Support

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Job Description

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)

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