Technical Support & Operations Manager

Technical Support & Operations Manager

Role Overview The Technical Support & Operations Manager is accountable for managing and improving platform support operations for a region, domain or platform portfolio. The role requires technical acumen, problem-solving strength and the ability to lead support teams delivering reliable, efficient and customer-focused service across Xvantage, X4V, XI and related marketplace capabilities. The manager establishes operational standards, performance discipline, escalation paths, documentation, knowledge practices and continuous improvement routines. The role collaborates closely with global support teams, Product, Engineering, Operations, Vendor Management and external partners to resolve issues and improve platform reliability and customer experience.

Key Responsibilities

• Lead, mentor and manage a technical support team responsible for platform support, operational stability, ticket resolution, escalations and customer/vendor experience.

• Set clear objectives, performance standards, operating expectations and feedback routines to improve productivity, engagement and ownership.

• Oversee daily support operations, ensuring user issues are triaged, progressed, resolved and escalated effectively.

• Establish and maintain tiered or swarming support models for escalations, complex issues and critical incidents, coordinating with global and cross-functional teams as needed.

• Serve as escalation point for unresolved technical issues, partnering with Product, Engineering, SRE, DevOps, Vendor teams and external partners to drive resolution.

• Define and track operational KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, re-open rate, bug conversion and cost-to-serve improvements.

• Identify recurring issues and process gaps; implement long-term solutions, streamlined processes, automation opportunities and continuous improvement actions.

• Ensure compliance with regional data privacy, security, support operating standards and required documentation practices.

• Develop training plans, knowledge assets, runbooks and documentation to strengthen team capability and reduce reliance on tribal knowledge.

• Provide regular updates to leadership on operational performance, risks, escalations, customer impact, vendor issues and progress against improvement objectives.

• Required Experience & Skills

• Area Requirement

• Experience 7+ years in technical support, platform support, SaaS operations, customer support operations or related field; people management experience required.

• Technical Acumen

• Ability to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoring signals and support impact.

• Leadership

• Experience leading support teams, creating operating discipline, managing escalations and building strong associate engagement.

• Operational Excellence

• Strong KPI management, process improvement, documentation, KCS/self-service and continuous improvement experience.

• Stakeholder Management

• Ability to communicate with regional leaders, Product, Engineering, Operations, Vendors and customers with clarity and urgency.

• Success Metrics

• Improved MTTR, CSAT, response discipline, KCS adoption and overall support quality.

• Reduced recurring issues, avoidable escalations, ticket volume and cost-to-serve.

• Stronger support readiness for launches, releases, vendor onboarding and platform transitions.

• Higher team capability through training, knowledge management, documented runbooks and consistent operating standards.

• Improved collaboration with Product, Engineering, Vendor Management and Operations on systemic issue resolution.

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