Talent.com
Technical Support Manager - B2B SaaS
Technical Support Manager - B2B SaaSHR Force International • Reston, VA, US
Technical Support Manager - B2B SaaS

Technical Support Manager - B2B SaaS

HR Force International • Reston, VA, US
job_description.job_card.30_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
  • serp_jobs.filters_job_card.quick_apply
job_description.job_card.job_description

About Us

We are hiring on behalf of one of our clients, a leading RegTech SaaS company serving enterprise customers across banking, fintech, and compliance sectors worldwide. Their solutions power mission-critical operations for highly regulated industries, and providing reliable, world-class support is a top priority.

Role Overview

The Technical Support Manager will lead the customer support function, ensuring clients receive timely, effective, and high-quality assistance for technical and product-related issues. This role involves managing a team of support engineers, implementing scalable support processes, driving customer satisfaction, and working closely with product and engineering teams to resolve issues and improve product experience.

Key Responsibilities

  • Lead and manage the technical support team , including hiring, training, and performance management.
  • Develop and implement support processes, SLAs, and escalation paths to ensure quick and effective issue resolution.
  • Monitor support tickets, prioritize workloads, and ensure adherence to response and resolution timelines .
  • Serve as the escalation point for complex or high-priority customer issues.
  • Collaborate with engineering, product, and QA teams to address recurring issues and contribute to product improvements.
  • Track and report on support KPIs (response time, resolution time, CSAT, NPS, ticket backlog).
  • Implement and optimize support tools and systems (Zendesk, Freshdesk, Jira, or similar).
  • Identify opportunities for self-service and knowledge base expansion (FAQs, tutorials, product documentation).
  • Drive continuous improvement in support efficiency, customer experience, and team capability.
  • Represent the voice of the customer by sharing insights and feedback with cross-functional teams.

Requirements

  • Bachelor’s degree in Computer Science, IT, or related field (or equivalent work experience).
  • Strong leadership skills.
  • 5+ years of experience in technical support for SaaS or enterprise software, with at least 2 years in a leadership role.
  • Strong knowledge of SaaS platforms, APIs, cloud infrastructure, and web technologies .
  • Experience with ticketing and support tools (Zendesk, Jira, Freshdesk, ServiceNow, etc.).
  • Strong problem-solving skills with the ability to analyze technical issues and guide teams to resolution.
  • Excellent communication and stakeholder management skills, with experience handling enterprise customers.
  • Proven ability to build, coach, and lead a high-performing support team.
    • serp_jobs.job_alerts.create_a_job

    Technical Support Manager • Reston, VA, US

    Job_description.internal_linking.related_jobs
    Manager, Technical Solutions

    Manager, Technical Solutions

    Legal & General America • Frederick, MD, United States
    serp_jobs.job_card.full_time
    At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. As a recognized market leader of term li...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Sales Enablement Manager - Valuation Advisory

    Sales Enablement Manager - Valuation Advisory

    Stout • Tysons Corner, VA, United States
    serp_jobs.job_card.full_time
    At Stout, we're dedicated to exceeding expectations in all we do - we call it Relentless Excellence.Both our client service and culture are second to none, stemming from our firmwide embrace of our...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Technical Support Engineer

    Technical Support Engineer

    Who we are : BAL • McLean, Maryland, USA
    serp_jobs.job_card.full_time
    BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation.We pursue the exceptional in all that we do but never at the expense of our values.The...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Technical Consultant

    Technical Consultant

    NSS • McLean, Maryland, USA
    serp_jobs.job_card.full_time
    Our values of Intensity and Excellence define who we are.We set high standards and live up to them ensuring that everything we do is done with care and quality. We approach every challenge with ambi...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Technical Account Manager

    Technical Account Manager

    UBERETHER INC • Sterling, VA, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    The Team UberEther is a leader in the Identity and Access Management (IAM) and #ZeroTrust space.Our platform and expert services team enable government and commercial customers to have ultimate con...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30
    Customer Technical Support Specialist (Navy Enterprise Network)

    Customer Technical Support Specialist (Navy Enterprise Network)

    Puyenpa • Woodbridge, VA, United States
    serp_jobs.job_card.full_time
    The Puyenpa family of companies that are comprised of multiple SBA Certified Native American Tribal 8(a) and multi-certified organizations focused on delivering Information Technology, Management C...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Manager, Client Relationship Support- Gaithersburg, MD

    Manager, Client Relationship Support- Gaithersburg, MD

    Charles Schwab • GAITHERSBURG, MD, US
    serp_jobs.job_card.full_time
    Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together. Branch Manager and sales / support staff with meeting our cl...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Senior Technical Manager

    Senior Technical Manager

    CACI International Inc • McLean, VA, United States
    serp_jobs.job_card.full_time
    IT infrastructure and system integration expertise with team leadership.This position offers the chance to design and manage cutting-edge IT solutions while leading a team of skilled engineers.You ...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Technical Lead

    Technical Lead

    Bixal • Fairfax, Virginia, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    We leverage technology, communications, data, and human-centered design to help governments and leading organizations be more efficient, effective, and impactful. Important Notice for Applicants : .At...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30
    Technical Product Lead

    Technical Product Lead

    Bixal • Fairfax, Virginia, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    We leverage technology, communications, data, and human-centered design to help governments and leading organizations be more efficient, effective, and impactful. Important Notice for Applicants : .At...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days
    Senior Manager, Software Engineering, Full Stack (Bank Tech)

    Senior Manager, Software Engineering, Full Stack (Bank Tech)

    Capital One • McLean, VA, US
    serp_jobs.job_card.full_time +1
    Senior Manager, Software Engineering, Full Stack (Bank Tech).Do you love building and pioneering in the technology space? Do you enjoy solving complex business problems in a fast-paced, collaborati...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
    Technical Lead

    Technical Lead

    Zillion Technologies, Inc. • McLean, VA, United States
    serp_jobs.job_card.full_time
    Must Have Qualifications : Overall 10+ years of hands-on experience in Java,.NET, Python, AWS, Microservices, Kubernetes, Angular. the candidate should have worked with versions of these technologie...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Technical Delivery Manager

    Technical Delivery Manager

    Appian Corporation • McLean, VA, United States
    serp_jobs.job_card.full_time
    We set high standards and live up to them, ensuring that everything we do is done with care and quality.We approach every challenge with ambition and commitment, holding ourselves and each other ac...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Senior Manager, Software Engineering, Full Stack (Bank Tech)

    Senior Manager, Software Engineering, Full Stack (Bank Tech)

    Hobbsnews • McLean, VA, United States
    serp_jobs.job_card.full_time +1
    Senior Manager, Software Engineering, Full Stack (Bank Tech).Do you love building and pioneering in the technology space? Do you enjoy solving complex business problems in a fast-paced, collaborati...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Senior Customer Support Manager

    Senior Customer Support Manager

    VirtualVocations • Manassas, Virginia, United States
    serp_jobs.job_card.full_time
    A company is looking for a Senior Manager, Global Customer Support.Key Responsibilities Manage and mentor a team of support professionals to ensure high-quality customer interactions Oversee sup...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
    Consulting Technical Manager

    Consulting Technical Manager

    Oracle • Reston, Virginia, USA
    serp_jobs.job_card.full_time
    This role requires hands-on experience developing secure scalable solutions within Oracle Fusion SaaS environments.The ideal candidate brings deep technical proficiency in Oracles cloud platform a ...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Senior Technical Project Manager

    Senior Technical Project Manager

    Leidos Inc • Gaithersburg, MD, United States
    serp_jobs.job_card.full_time
    We are seeking a highly skilled.Senior Technical Project Manager.Salesforce CRM and Contact Center modernization initiatives for a Federal government agency. This role requires strong program manage...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Provider Partnerships Manager (Territory Sales)

    Provider Partnerships Manager (Territory Sales)

    Nourish • Frederick, Maryland, USA
    serp_jobs.job_card.full_time
    Nourishis on a mission to improve peoples health by making it easy to eat well.Nutrition-related chronic disease is the largest and most overlooked crisis in the world. Food can be medicine : working...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted