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Duetto Logo Duetto · IT - Administration

Senior Manager, Technical Support

United Kingdom · Job Posted December 08, 2025
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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
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