As the Manager of the L3 Tech Support Team, you will oversee the resolution of the most technically challenging issues, ensuring reliable system performance for mission-critical client operations. You will take ownership of high-priority escalations, guiding them from detection through to resolution with precision and accountability.
Key Responsibilities
- Lead the resolution of complex, high-severity technical issues affecting core product functionality
- Maintain system stability and optimize performance across client environments
- Act as the primary point of contact for critical technical escalations
- Develop and refine escalation protocols to improve response efficiency and clarity
- Collaborate with engineering, product, and customer-facing teams to align on solutions
- Coach and grow a team of senior technical support engineers through mentorship and structured development
Qualifications
Candidates should bring demonstrated leadership in technical support, particularly within SaaS or software platforms. Strong problem-solving skills at the system level, excellent communication abilities, and a track record of managing technical teams are essential. Experience in POS or restaurant technology environments, along with familiarity with high-availability systems or agile/DevOps workflows, is highly valued.
