Technical Support Manager - B2B SaaS

We are seeking a Technical Support Manager to lead the customer support function for a leading RegTech SaaS company serving enterprise clients in banking, fintech, and compliance. The role focuses on ensuring clients receive timely, effective support for technical and product issues, and collaborating with engineering and product teams to improve product experience. The manager will lead a team of support engineers, implement scalable support processes, and drive customer satisfaction.

Requirements

• Bachelor’s degree in Computer Science, IT, or related field
• 5+ years of experience in technical support for SaaS or enterprise software
• 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
• Excellent communication and stakeholder management skills
• Proven ability to build, coach, and lead a high-performing support team