13,166 Technical Support Manager jobs in the United States

Technical Support Manager

Location: Mt. Crawford, VA
Department: Technical Support
Reports To: VP of Operations and Engineering

Power Monitors, Inc. is seeking a Technical Support Manager to lead and strengthen our customer-facing technical support operations. This role ensures customer inquiries are resolved quickly and accurately while serving as a key link between our customers, Engineering, and Software Development teams.

If you're a hands-on leader with strong troubleshooting skills and a passion for helping others solve complex technical issues, we'd love to hear from you!

Key Responsibilities

• Lead and support the Technical Support team, ensuring timely and high-quality customer assistance.
• Provide direct technical support for PMI products, software, and field applications.
• Act as the primary liaison between customers, Engineering, and Software Development.
• Document, track, and analyze technical issues and recurring problems.
• Contribute to testing and feedback during product development and updates.
• Create and maintain internal technical documentation and knowledge base content.
• Identify process improvements to enhance efficiency and customer satisfaction.
• Occasional overnight travel may be required.

• Strong PC troubleshooting skills, including driver, communication, and security issues.
• Proven experience in customer technical support or IT systems support.
• Excellent problem-solving and communication skills.
• Networking skills
• Technical writing or documentation experience a plus.
• Technical college degree preferred
• Electrical background or experience with electric utilities is a plus but not required.

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Supplemental Insurance Options
• Company-paid Life Insurance
• Paid Time Off (PTO)
• 401(k) with Company Match
• Education Reimbursement
• 529 College Savings Contribution Matching

• Lead, mentor, and manage the technical support team to deliver high performance and exceptional customer satisfaction.
• Conduct regular team meetings, hold performance reviews, and provide ongoing coaching and development opportunities.
• Foster a positive, collaborative, and inclusive team environment.
• Recruit, train, and onboard new support team members, ensuring a smooth integration into the team.
• Develop and implement efficient support processes and procedures to optimize team operations.
• Monitor and analyze support metrics such as response times and resolution rates to drive continuous improvement.
• Ensure timely and accurate resolution of customer technical issues, maintaining high support standards.
• Oversee the support ticketing system and ensure all support interactions are thoroughly documented.
• Serve as the escalation point for complex technical issues and customer complaints, resolving them effectively.
• Build and maintain strong relationships with key customers and stakeholders to support long-term success.
• Collect and analyze customer feedback to identify opportunities for enhancing the customer experience.
• Proactively communicate updates, issues, and resolutions to customers to keep them informed.
• Identify and drive process improvements to increase support team efficiency and effectiveness.
• Develop and maintain comprehensive support documentation, including knowledge base articles and FAQs.
• Ensure all support processes and procedures are accurately documented and kept up-to-date.
• Generate reports and analyze data to uncover trends and highlight areas for ongoing improvement.

• 5-7 years of experience in technical support, with at least 3 years in a management or leadership role.
• Strong technical understanding and problem-solving skills.
• Proven experience in building cross-functional alignment with peer managers in R&D and GTM.
• Experience with support ticketing systems (zendesk) / CRM software.
• Strong analytical skills and the ability to make data-driven decisions to improve operational efficiency.
• Proven ability to lead cross-functional teams and manage multiple projects simultaneously.
• Excellent communication and interpersonal skills.
• Proven ability to lead and motivate a team.
• Ability to work independently and manage multiple priorities.

• Certifications such as ITIL, HDI, or relevant technical certifications

• This role is hybrid (3 days a week in our Palo Alto office)

Job DescriptionJob Description

To excel in your role as a technical support specialist, you must develop a unique combination of soft (interpersonal) skills and hard (technical) skills. This is because soft skills enable you to effectively communicate with users and manage your workload, while hard skills ensure you have the technical expertise needed to solve complex IT problems. This blend of abilities is crucial for delivering timely and effective support.

Technical Support Manager Job Responsibilities

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions

Technical Support Specialist Qualifications/Skills:

• Excellent problem-solving and troubleshooting skills.
• The ability to communicate technical information in an accessible manner to non-technical employees.
• A process improvement mindset.
• Software maintenance and testing capability.
• Vendor relations.
• Basic knowledge of networking principles and operating systems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Customer-service focus.
• Collaborative mindset.
• Hands-on problem-solving ability.
• Knowledge of script such as Python, JavaScript, Java, C#, etc.

Education, Experience, & Licensing Requirements:

• Associate’s degree or above in computer science, information systems, or related field
• Prior experience working on a Helpdesk, in IT, or similar technical function

• Organizational skills  
Keeping track of numerous support tickets, user requests, and ongoing technical issues requires strong organizational skills. You will need to make sure that all tasks are managed systematically to prevent any issues from slipping through the cracks.
• Customer service 
Providing positive user experience is a key part of the role. Technical support specialists need to be patient, empathetic, and dedicated to helping users resolve their issues. This may involve you going above and beyond expectations to ensure satisfaction.

The Manager of Technical Services is a critical role responsible for overseeing the development, implementation, and maintenance of the organization's desktop, compute and storage infrastructure. This position involves leading a team of technical professionals, ensuring compliance with IT policies and procedures, and driving the overall health and efficiency of the corporate IT environment.

Key Responsibilities:

• Infrastructure Management:
• Develop, implement, and maintain the organization's desktop and server infrastructure, ensuring alignment with IT policies and procedures.
• Oversee the design and architecture of the corporate infrastructure.
• Manage a team of desktop support engineers and server administrators, providing guidance, mentorship, and performance evaluations.
• Cross-Functional Collaboration:
• Work closely with other departments to ensure compatibility and integration of systems.
• Identify and address potential technical challenges that may impact business operations.
• Team Development:
• Participate in the hiring and training of new staff.
• Provide mentorship and coaching to junior team members.
• Conduct annual performance reviews to assess employee performance and identify development opportunities.
• IT Project Management:
• Oversee and contribute to IT projects related to infrastructure upgrades, system implementations, and technology initiatives.

Job DescriptionJob Description

Position Summary

The Technical Support Manager – Hot Tap & Line Stop Services is responsible for creating and maintaining straightforward, field-ready systems that keep Colt Industrial’s hot tapping and line stopping operations safe, reliable, and profitable.

This role builds simple preventive maintenance schedules, clear standard operating procedures (SOPs), and practical training programs that technicians can easily understand, follow, and track. By focusing on real-world usability rather than unnecessary complexity, the Technical Support Manager ensures that field crews work safely and consistently, equipment stays dependable and cost-effective, and branches and sales teams have the technical support and tools they need to plan and execute jobs efficiently. The position also drives continuous improvement by refining communication, adopting sensible process updates, and monitoring key metrics such as Mean Taps Between Rebuilds (MTBR) to balance safety, quality, and profitability.

Key Responsibilities

• Process & System Development
• Develop clear, practical training materials, preventive maintenance plans, and standard operating procedures (SOPs) that are straightforward to follow, easy to track, and focused on real-world usability — ensuring technicians can execute and document work efficiently without unnecessary complexity.

Training & Competency

• Develop and manage a tiered technician training program (Level 1 fundamentals & safety; Level 2 hands-on, job site management; Level 3 advanced PM details, strengthen field expertise and crew management. Deliver classroom, hands-on, and conduct competency audits and sign-offs.
• Operational & Sales Support
• Provide technical and operational support for high-risk jobs, abnormal operating conditions and specialized application. Support sales proposals with technical data and dimensional compatibility info.
• Quality, Safety & Compliance
• Enforce safety protocols. Conduct audits and observations to ensure standards and best practices are being used effectively. Recommend changes to products, services, or policy. Maintain documentation for audits and compliance.
• Equipment & Inventory Management
• Oversee maintenance cost margins and extend equipment life. Track and manage hot tap and line stop equipment inventory. predicting rebuild needs through tracking Mean Taps Between Rebuilds (MTBR), and keeping critical spares and seal kits on hand to minimize downtime. Coordinate major repairs with OEM service providers.
• Continuous Improvement & Communication
• Drive adoption of new processes by introducing common-sense process improvements, streamline documentation and forms, and adopt tools that improve branch-to-field communication and overall service efficiency. Create forms, checklists, and tools to standardize execution.

Qualifications

• Extensive hands-on experience with hot tapping and line stopping equipment (ENR, TD Williamson, IPSCO/Furmanite, or equivalent).
• Proven ability to design training programs, write SOPs, and implement preventive maintenance schedules.
• Ability to support sales teams with technical expertise and clear communication.
• Demonstrated leadership in process improvement, cost control, and field team development.
• Strong documentation, reporting, and computer skills (Excel/SharePoint/CMMS experience ).
• Excellent interpersonal skills for cross-functional work with sales, operations, and field crews.

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About The Role

We are looking for a technically skilled, self-motivated, customer-focused manager to lead a team of high energy Support Engineers. In this role you will be responsible for hiring, developing and mentoring team members as well as delivering against key performance metrics. You'll lead process improvements for customer and partner growth, retention, and excellence, while fostering individual contributions and driving cross-functional projects that spark innovation and collaboration. You need to be comfortable working in a fast paced environment and continuously challenge the team to step outside their comfort zone.

About The Role

We are looking for a technically skilled, self-motivated, customer-focused manager to lead a team of high energy Support Engineers. In this role you will be responsible for hiring, developing and mentoring team members as well as delivering against key performance metrics. You'll lead process improvements for customer and partner growth, retention, and excellence, while fostering individual contributions and driving cross-functional projects that spark innovation and collaboration. You need to be comfortable working in a fast paced environment and continuously challenge the team to step outside their comfort zone.

What You Will Be Doing

• Become a product expert. We are a data driven group and expect you to become fully proficient in Sigma.
• Lead a team of exceptional product experts providing the Sigma user base with an excellent customer experience.
• Hire, develop and train a strong team of Support Engineers on an ongoing basis.
• Collaborate with cross-functional groups - Engineering, Design, Product, Customer Success, Sales and Marketing ensuring delivery of a great customer experience.
• Manage and develop a strategy toward key metrics: CSAT, Initial Response (IR), SLA, Time to Resolution (TTR).
• Continuously refine processes to optimize efficiency, elevating customer support operations.
• Uncover golden insights within Support data, translating them into actionable strategies for continuous improvement.
• Develop a reputation for excellence, high credibility and integrity with peers across the org.
  
  

• 5+ years of industry experience supporting data platforms in an enterprise environment and 2+ years in a people management role.
• Computer Science fundamentals. Strong domain expertise in databases and business intelligence.
• Comfortable with CDW environment/concepts.
• Proficient in SQL and data modeling concepts.
• A proven track record of building trust with customers and bringing issues to resolution quickly.
• Are curious, love to learn and to dig into new technologies and can pick them up quickly.
• Excellent verbal and written communication skills.
  
  

• Managed a team supporting a SaaS product.
• Experience working with Snowflake, Redshift, BigQuery.
• Knowledge of GCP, AWS.
• Startup experience.
  
  

• Equity
• Generous health benefits
• Flexible time off policy. Take the time off you need!
• Paid bonding time for all new parents
• Traditional and Roth 401k
• Commuter and FSA benefits
• Lunch Program
• Dog friendly office
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries Software Development

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• Process & System Development
• Develop clear, practical training materials, preventive maintenance plans, and standard operating procedures (SOPs) that are straightforward to follow, easy to track, and focused on real-world usability - ensuring technicians can execute and document work efficiently without unnecessary complexity.

• Develop and manage a tiered technician training program (Level 1 fundamentals & safety; Level 2 hands-on, job site management; Level 3 advanced PM details, strengthen field expertise and crew management. Deliver classroom, hands-on, and conduct competency audits and sign-offs.
• Operational & Sales Support
• Provide technical and operational support for high-risk jobs, abnormal operating conditions and specialized application. Support sales proposals with technical data and dimensional compatibility info.
• Quality, Safety & Compliance
• Enforce safety protocols. Conduct audits and observations to ensure standards and best practices are being used effectively. Recommend changes to products, services, or policy. Maintain documentation for audits and compliance.
• Equipment & Inventory Management
• Oversee maintenance cost margins and extend equipment life. Track and manage hot tap and line stop equipment inventory. predicting rebuild needs through tracking Mean Taps Between Rebuilds (MTBR), and keeping critical spares and seal kits on hand to minimize downtime. Coordinate major repairs with OEM service providers.
• Continuous Improvement & Communication
• Drive adoption of new processes by introducing common-sense process improvements, streamline documentation and forms, and adopt tools that improve branch-to-field communication and overall service efficiency. Create forms, checklists, and tools to standardize execution.

• Extensive hands-on experience with hot tapping and line stopping equipment (ENR, TD Williamson, IPSCO/Furmanite, or equivalent).
• Proven ability to design training programs, write SOPs, and implement preventive maintenance schedules.
• Ability to support sales teams with technical expertise and clear communication.
• Demonstrated leadership in process improvement, cost control, and field team development.
• Strong documentation, reporting, and computer skills (Excel/SharePoint/CMMS experience preferred).
• Excellent interpersonal skills for cross-functional work with sales, operations, and field crews.

• Lead a customer facing team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices
• Collaborate across an international leadership team by scheduling and participating in monthly meetings, standardizing best practices and developing global alignment as we scale
• Coach and mentor members of the Support team to fully prepare Technical Support Engineers to resolve technical challenges for Adyen's merchants and grow their careers
• Help define and clearly communicate objectives and key results for the Support team
• Institute accountability, track team progress and success, and present results to Senior Leadership

• You are a people leader who can apply focus and drive change and have between 3-6 years of experience managing technical support teams
• You are innovative, love dealing with ambiguity, have strong problem-solving capabilities and enjoy establishing processes and procedures
• You are able to serve as an escalation point to varied technical support requests and issues
• You can make quick informed decisions and prioritize requests for both internal and external stakeholders
• You have strong communication skills and the ability to interact with others clearly and empathetically
• Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space and have a tech background or strong technical affinity
• Must be willing to travel, both domestically and internationally where required

• Become a product expert. We are a data driven group and expect you to become fully proficient in Sigma.
• Lead a team of exceptional product experts providing the Sigma user base with an excellent customer experience.
• Hire, develop and train a strong team of Support Engineers on an ongoing basis.
• Collaborate with cross-functional groups - Engineering, Design, Product, Customer Success, Sales and Marketing ensuring delivery of a great customer experience.
• Manage and develop a strategy toward key metrics: CSAT, Initial Response (IR), SLA, Time to Resolution (TTR).
• Continuously refine processes to optimize efficiency, elevating customer support operations.
• Uncover golden insights within Support data, translating them into actionable strategies for continuous improvement.
• Develop a reputation for excellence, high credibility and integrity with peers across the org.

• 5+ years of industry experience supporting data platforms in an enterprise environment and 2+ years in a people management role.
• Computer Science fundamentals. Strong domain expertise in databases and business intelligence.
• Comfortable with CDW environment/concepts.
• Proficient in SQL and data modeling concepts.
• A proven track record of building trust with customers and bringing issues to resolution quickly.
• Are curious, love to learn and to dig into new technologies and can pick them up quickly.
• Excellent verbal and written communication skills.

• Managed a team supporting a SaaS product.
• Experience working with Snowflake, Redshift, BigQuery.
• Knowledge of GCP, AWS.
• Startup experience.

• Equity
• Generous health benefits
• Flexible time off policy. Take the time off you need!
• Paid bonding time for all new parents
• Traditional and Roth 401k
• Commuter and FSA benefits
• Lunch Program
• Dog friendly office