Technical Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $70k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 0%

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Level Data

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2007

📚 Education

☁️ SaaS

Education • SaaS

Level Data is a K–12 education data and analytics company that provides a SaaS platform to help school districts and state agencies connect instructional investments, educator development, and student outcomes. Its product suite (including Return on Instruction/ROI, Brolly, Grow, Validation, RealTime Reports, statewide data management, talent management, and integrations) supports IEP service tracking and compliance, professional development and coaching measurement, data validation and audit-ready reporting, teacher licensure and evaluation, and statewide data ecosystems. The platform emphasizes AI-powered insights, automated data workflows, and cross-system integrations; the company says it serves 20 state agencies and over 1,800 school districts nationwide.

📋 Description

• Lead and mentor Tier 1 support team members through coaching and accountability practices • Monitor response quality and provide constructive feedback • Drive professional development and training initiatives • Make staffing decisions and recommend team composition adjustments • Oversee day-to-day and week-to-week helpdesk operations • Run and coordinate regular team touchpoints, including L10 meetings • Serve as escalation path for complex, stalled, or unusual tickets • Actively work tickets alongside the team and provide hands-on technical support • Monitor workload distribution and adjust assignments • Report and interpret support metrics to leadership, including response time, resolution time, NPS, agent effectiveness, and productivity • Track SLA targets and develop action plans to address gaps • Analyze per-agent performance metrics to identify coaching opportunities • Recommend and implement process improvements to increase ticket close rates and team efficiency • Partner with Product and Engineering to identify bugs, feature gaps, and improvements • Advocate for the support perspective in product planning and development discussions • Keep the team informed about company changes affecting support • Coordinate plans for new service support and launch readiness • Share learnings and best practices across support teams • Report on support capacity and resource needs as business requirements evolve • Own team success and continuous improvement of support operations

🎯 Requirements