Technical Support Manager - West Coast/Pacific Time Zone
$102,500–$136,500 year
Remote · United States or US
Job Summary
Technical Support Manager to lead a multi-shift Support Engineering team, coaching and mentoring staff, defining KPIs, and driving capacity planning and escalations. Responsibilities include collaborating with R&D and Product Management for swift resolution of complex technical issues, maintaining deep product knowledge for guidance, improving CSAT, and enabling operational efficiency. Requires 3+ years managing teams of 10+ engineers, strong leadership and people-management skills, expertise in AI/LLMs and automation to streamline workflows, knowledge of KCS practices, and based in Pacific Time Zone to support regional scheduling. Familiarity with security operations and modern tech stacks is expected; role supports a remote work arrangement with Pacific Time Zone alignment. Applicants must be authorized to work in the U.S. without visa sponsorship.
Required Qualifications
- 3+ years managing high-performing teams of 10+ Technical Support Engineers with direct experience in hiring, training, and performance management
- Location Requirement: Must be currently based in the Pacific Time Zone to support regional shift alignment
- Experience applying AI, Large Language Models (LLMs), and automation to streamline workflows and improve case resolution times
- Experience implementing Knowledge-Centered Service (KCS) methodology to drive knowledge quality, reuse, and continuous improvement
- Solid understanding of security operations and procedures, modern tech stacks, and security industry trends
- Authorized to work in the U.S. without employer sponsorship
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