Senior Manager, Technical Support
OUR TEAM
The Technical Support team at Duetto is critical in ensuring our customers have a seamless and positive experience with our solutions. We resolve technical challenges, provide timely and effective support, and collaborate cross-functionally to drive improvements across our products and processes. We are a remote-first, global team that values adaptability, knowledge-sharing, and continuous improvement.
As the Senior Manager, Technical Support (L2 Focus), you will 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’ll be responsible for optimizing the L2 team's priorities, fostering a collaborative culture, and ensuring consistently high performance from our most experienced frontline technical talent. 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.
WHAT YOU WILL DO
- L2 Team Leadership and Development:
- Manage and mentor a global team of 5-10 Senior Technical Support Specialists, providing coaching, regular performance feedback, and professional development. This team will span across regions, requiring oversight of team members in different locations.
- Foster a culture of accountability, learning, and growth to build a high-performing, collaborative, and engaged L2 team.
- Optimize and formalize the time allocation for the Senior team, balancing reactive case work with proactive knowledge management, swarming, mentoring, and cross-functional projects.
- Lead team meetings and conduct one-on-ones to discuss goals, performance, and areas for improvement.
- Advanced Operational Excellence & Case Oversight:
- Monitor L2 team schedules, queue coverage, workflows, and KPIs, including productivity, response times, CSAT, knowledge contribution, and case collaboration, to drive operational efficiency.
- Ensure Senior team members adhere to schedules and provide high-quality, advanced customer support, including timely resolution of complex escalations.
- Act as a player-coach, initially taking on a limited caseload to deeply understand the system and customer issues, transitioning to primary oversight of critical escalations and coaching.
- Continuously identify and implement process improvements within the L2 team and its interactions with L1 support.
- Bug Reporting and Escalation Management Ownership:
- Oversee the entire bug reporting process from L1 Support identification (using swarming as needed) to L2 peer review to accurate Jira creation and handoff to Product teams.
- Serve as the primary owner for high-severity bug-related issues and escalations, overseeing communication and resolution across internal teams and with customers. Determine bug priority changes based on customer escalations (e.g., from Sales or CSMs).
- Ensure that reported bugs are prioritized correctly with Product and Engineering teams, actively working to revamp and enforce relevant SLAs for bug prioritization based on severity, prevalence, and customer impact.
- Empower Senior Specialists in their role as primary contacts for Product and Engineering while providing a critical escalation point before issues reach the Senior Director of Technical Support.
- Strategic Collaboration & Knowledge Leadership:
- Serve as a peer leader with L1 Managers, fostering strong collaboration on swarming initiatives, bug triage and reporting, and the creation and delivery of knowledge and training across the entire support team.
- Partner with cross-functional teams (Product, Engineering, and Customer Success) to identify bug trends, improve bug resolution processes, and contribute insights from L2 support to drive product enhancements and customer experience improvements.
- Drive knowledge creation and maintenance within the L2 team, ensuring high-quality documentation and up-to-date resources for complex issues and known bugs.
- Identify advanced technical support needs, systemic issue analysis, and strategic support initiatives to help lay the groundwork for a future L3 support engineer function.
QUALIFICATIONS
- 8+ years of experience in SaaS technical support, including 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, with a strong ability to get hands-on as needed.
- Proven strong leadership skills, including team management, coaching, and performance optimization for advanced technical teams.
- Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies.
- Exceptional communication skills, with a demonstrated ability to handle high-level escalations, collaborate effectively across teams (Product, Engineering, Sales, CSMs), and represent Support in cross-functional projects.
- Extensive experience in driving process improvements, particularly related to bug reporting, prioritization, and resolution workflows, and fostering a culture of continuous learning and accountability.
WHAT YOU BRING
- A customer-first mindset and a passion for solving complex problems and driving satisfaction.
- 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.
About Duetto:
Duetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. The unique combination of hospitality experience and technology leadership drives Duetto to look for innovative solutions to industry challenges. The software as a service platform allows hotels, casinos, and resorts to leverage real-time dynamic data sources and actionable insights into pricing and demand across the enterprise. For more information, please visit https://www.duettocloud.com.