Technical Support Manager – EMEA

About the role

As a leader in our Product Support organization, you'll have the opportunity to lead and grow our Technical Support team for EMEA, ensuring we effectively identify, investigate, and resolve complex product issues at scale. You'll continue to shape this function – setting strategy, hiring and developing high‑performing talent, defining how we partner with Product and Engineering, and building the systems needed to improve product quality for our customers, including our most strategic Enterprise users.

Key responsibilities

• Build and lead the Technical Support function in EMEA, setting a high bar for technical excellence and customer experience.
• Lead and empower the team to meet KPIs across Technical Support.
• Partner with Product Support Operations to design and implement scalable processes for bug triage, investigation, and resolution.
• Collaborate closely with engineering partners to ensure high‑quality bug reporting and strong feedback loops.
• Use data and insights from Product Support Analytics to surface trends, improve product quality, and inform strategic decision‑making.
• Coach and develop team members across Enterprise and Technical Support, emphasizing technical depth and career growth.
• Support high‑complexity Enterprise escalations, ensuring consistent, high‑quality technical outcomes.

Required profile

• 4+ years leading high‑performing technical support teams in a SaaS environment, focusing on enterprise customers.
• Strong background in debugging and technical quality, with ability to interpret developer documentation and APIs, and working knowledge of web technologies (JavaScript/TypeScript, HTML, CSS).
• Experience supporting complex enterprise environments, including SSO, SCIM, provisioning, and security workflows.
• Proven ability to partner with cross‑functional partners to resolve issues and drive improvements, comfortable building new systems and processes from scratch.
• Deep expertise in people leadership and passion for developing high‑performing teams.

Required skills

• JavaScript
• TypeScript
• HTML
• CSS
• SSO
• SCIM