Manager, Technical Support

Elite is seeking a Manager, Technical Support to build and lead their new Technical Support function. The role requires extensive experience communicating directly with senior business and technical leaders in their customer base, and the successful candidate must demonstrate confidence in high-stakes conversations.

Requirements

• Bachelor's Degree in STEM field or equivalent experience
• 6–8 years of experience in SaaS technical support, SRE, escalations engineering, or incident response
• 5+ years managing technical teams in a tiered or escalations model
• Extensive customer facing experience interacting with C level stakeholders, senior business leaders, and technical leadership teams
• Deep understanding of cloud architectures, observability, APIs, logs, and troubleshooting methodologies
• Strong background in incident and problem management (RCA, CAPA, PIRs)
• Ability to travel up <10% as business needs require

Benefits

• Competitive Compensation Package
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Tuition Reimbursement
• Parental Leave
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program