Job Detail: Technical Support Manager

Description:

Our client, a recognized leader in the automation industry, is looking for an experienced Manager of Technical Support to lead a team of skilled professionals and drive operational excellence in customer support. This individual will play a key role in maintaining high levels of customer satisfaction, optimizing support operations, and ensuring fast and effective issue resolution.

This is a great opportunity for someone who thrives in a collaborative, fast-paced environment and is passionate about building and leading high-performing technical support teams.

Key Responsibilities

• Lead, mentor, and manage a team of technical support representatives, including hiring, onboarding, training, and performance management.

• Design and implement efficient support strategies, workflows, and processes to improve response times and service quality.

• Track and analyze key support metrics to identify trends, drive improvements, and enhance team effectiveness and customer satisfaction.

• Act as an escalation point for complex or critical customer issues, providing hands-on support and expert guidance as needed.

• Collaborate closely with internal teams including Product Development, QA, and Customer Success to streamline support operations and improve customer outcomes.

• Develop training programs and tools to continuously enhance the technical knowledge and problem-solving capabilities of the team.

• Stay current on emerging technologies and industry trends to ensure the support organization remains cutting-edge and competitive.

• Foster a positive, team-oriented culture focused on accountability, growth, and delivering exceptional customer service.

• Prepare and present regular performance reports and customer feedback summaries to senior leadership.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• Proven experience managing or leading a technical support team in a technology-driven environment.

• Strong understanding of technical support operations, best practices, and tools (e.g., ticketing systems, CRM platforms).

• Excellent interpersonal, written, and verbal communication skills.

• Strong analytical and decision-making abilities, with a data-driven mindset.

• Ability to thrive in both independent and collaborative settings.

• Experience in the software or technology industry (preferred).

• Background in B2B customer support environments (preferred).

This position is based in the Clear Lake area of Houston, TX. It will require onsite presence initially, with the opportunity to transition to a flexible hybrid work schedule.

Do not apply unless you are authorized to work in the United States for any employer as client company cannot sponsor or transfer visas at this time.

Walker Elliott is an Equal Opportunity Employer.

For additional information, please email your resume to resumes@walker-elliott.com or apply online.