Technical Support Manager

2 weeks ago

Deerfield Beach, Florida, United States Logik Full time
About Logik

Are you driven to innovate? Are you energized by the excitement of building a high-growth startup with winning technology and proven product-market fit? Are you looking to join a team of A-players who keep customers first and take their work - but not themselves - seriously?

Logik.ai was founded in 2021 by the "godfathers of CPQ" - our CEO Christopher Shutts and our Executive Chairman Godard Abel, who together co-founded BigMachines, the first-ever CPQ technology vendor, in the early 2000s. Today, we're reimagining what CPQ can and should be with our composable, AI-enabled platform that provides advanced configuration, transaction management, guided selling, and more.

We're a well-funded and fast-growing startup disrupting the CPQ space, with founders that created the category and a platform that's pushing boundaries in configure-price-quote and complex commerce.

We make the rules in CPQ, now come join Logik.ai and rewrite the rules of your career.

We're looking for a Manager of Global Technical Support Engineers who thrives at the intersection of technology, customer success, and people leadership. This essential, customer-facing role is both strategic and hands-on: you'll lead a high-performing team of global TSEs while also working directly with customers to troubleshoot, consult, and deliver lasting value with our product. You'll play a key role in shaping how we support our customers, helping to build a robust knowledge base, and mentoring future technical leaders.

What You'll Do:
  • Develop a deep understanding of the Logik product to lead by example
  • Manage, mentor, and grow a globally distributed team of Technical Support Engineers
  • Guide and support your team in resolving complex technical issues for our customers
  • Collaborate with customers to optimize their usage of Logik, identifying and recommending ways to improve performance and outcomes
  • Maintain a strong customer-centric approach while troubleshooting and solving technical challenges
  • Build and maintain a scalable documentation library and internal knowledge base
  • Translate customer feedback into actionable insights to drive product and service improvements
  • Act as an escalation point for complex support issues
  • Support hiring, onboarding, and development as the team expands
What We're Looking For:
  • 5-7 years of experience in a technical, customer-facing role focused on cloud-native applications
  • Prior experience leading and mentoring technical teams
  • Hands-on experience with tools like Salesforce or ServiceNow
  • Ability to troubleshoot code and review error logs using scripting or programming skills
  • Strong understanding of APIs, JavaScript, and modern UI frameworks
  • Familiarity with backend server architecture and writing API integrations
  • Experience managing complex integrations and diagnosing challenging system-level issues
  • A strategic thinker with a hands-on, "get stuff done" mindset
  • Outstanding communication and interpersonal skills-able to build trust with customers and colleagues alike
  • Highly organized and proactive, with excellent attention to detail and multitasking ability
  • Experience with tools for diagnostic logging, ticketing, and customer metrics (CSAT/NPS)
Preferred Qualifications:
  • Bachelor's degree in Computer Science, Engineering, Mathematics, or Physics
  • Proficiency in JavaScript, scripting languages, or related technical domains
  • Previous experience building or scaling a support function in a fast-paced tech environment
The compensation for this role starts at $100,000

Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Through our interview process, we will review your background, market data, and use a mix of technical and qualitative assessments to determine where you fall in our range. We will talk about compensation in our first conversation and be transparent throughout our process.

Benefits Information

Logik offers:

Medical, dental, and vision insurance

Life and disability insurance

Flexible Spending Account, Dependent Care Spending Account and Commuter Benefits

Employee Assistance Program

A 401(k) plan with a company match coming soon

Unlimited PTO, 8 company holidays plus 4 floating holidays

Professional Development opportunities

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