Senior Manager, Technical Support Jobs

Duetto

Location:
United Kingdom

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

Lead our Senior Technical Support Specialists (L2 team), driving advanced operational excellence, team development, and elevated customer satisfaction for complex technical issues and bug escalations. You will play a pivotal role in scaling our bug reporting and escalation processes as the business grows, partnering closely with Product, Engineering, and Customer Success teams to ensure critical customer feedback is heard and acted upon.

Job Responsibility:

Manage and mentor a global team of 5-10 Senior Technical Support Specialists
Foster a culture of accountability, learning, and growth
Optimize and formalize the time allocation for the Senior team
Lead team meetings and conduct one-on-ones
Monitor L2 team schedules, queue coverage, workflows, and KPIs
Ensure Senior team members adhere to schedules and provide high-quality, advanced customer support
Act as a player-coach
Oversee the entire bug reporting process from L1 Support identification to Jira creation and handoff to Product teams
Serve as the primary owner for high-severity bug-related issues and escalations
Ensure that reported bugs are prioritized correctly with Product and Engineering teams
Serve as a peer leader with L1 Managers
Partner with cross-functional teams (Product, Engineering, and Customer Success)
Drive knowledge creation and maintenance within the L2 team
Identify advanced technical support needs, systemic issue analysis, and strategic support initiatives

Requirements:

8+ years of experience in SaaS technical support
3+ years of experience managing or leading L2/L3 teams in a B2B SaaS customer-facing support team
Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments
Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies
Exceptional communication skills
Extensive experience in driving process improvements, particularly related to bug reporting, prioritization, and resolution workflows

Nice to have:

A customer-first mindset and a passion for solving complex problems
The ability to inspire, motivate, and grow a diverse team in a fully remote work environment
A proactive, solutions-oriented approach to problem-solving and cross-functional collaboration
Strong organizational skills and the ability to balance hands-on involvement in critical issues with strategic team management and process improvement initiatives

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

Remote work

View All Jobs In This Company

Job Link Share:

Senior Manager, Technical Support