Customer (Technical) Support Manager

5 days ago

Austin, Texas, United States Sensi Full time $80,000 - $120,000 per year

Why Join Sensi.AI

Sensi.AI is transforming the world of home care through agentic AI - and we're just getting started. As a hyper-growth startup, every team member has the opportunity to make a real impact on people's lives while working as part of a global, collaborative team in a flexible hybrid environment.

About The Role

We are looking for a Customer (Technical) Support Manager to lead and evolve our customer support function at the intersection of IoT, AI, and healthcare technology. In this role, you'll oversee the day-to-day operations of our support department and ensure seamless hardware, software, and data support for our healthcare agency partners.

You'll manage Tier 1 and Tier 2 support teams, optimize operational workflows, and serve as a key escalation point for complex technical issues involving Sensi's in-home IoT devices and cloud-based systems.

Key Responsibilities

  • Lead and mentor a team of Tier 1 and Tier 2 customer support agents handling both software and IoT hardware inquiries.
  • Oversee all daily support operations, ensuring rapid, high-quality responses to issues involving connectivity, data accuracy, and device functionality.
  • Act as a bridge between customers, product, and engineering - translating field issues into technical feedback and improvement opportunities.
  • Design and refine troubleshooting protocols for IoT deployments, device pairing, connectivity, firmware, and cloud sync issues.
  • Manage escalations and coordinate with R&D teams to resolve complex technical incidents.
  • Develop reporting metrics (KPIs, SLAs, CSAT) to measure and improve support performance.
  • Ensure compliance with healthcare data regulations and privacy standards in all customer interactions.
  • Contribute to the improvement of installation, onboarding, and maintenance processes for IoT-based systems.
Requirements
  • 3-5+ years of experience in technical or customer support management, ideally in IoT, SaaS, or health tech.
  • Strong understanding of hardware - software ecosystems, including device connectivity, network troubleshooting, and data integration.
  • Proven experience managing cross-functional support teams and multi-tiered escalation processes.
  • Excellent communication and problem-solving skills, with the ability to translate technical language for non-technical users.
  • Familiarity with CRM/ticketing tools (e.g., Hubspot, Aircall) and remote device monitoring platforms.
  • Hands-on experience with IoT systems, sensors, or edge devices is highly desirable.
  • Prior exposure to healthcare technology or HIPAA-compliant environments is a strong plus.

  • Support Operations Technical Program Manager

    5 days ago

    Austin, Texas, United States VAST Data Full time

    We are seeking a highly skilled, dynamic, and motivated Technical Program Manager to join our Customer Support Operations team. In this role, you will be a technical resource responsible for leading and managing technical programs that enhance the efficiency and effectiveness of our customer support operations. You will collaborate closely with...

  • Enterprise Senior Technical Support Engineer

    3 days ago

    Austin, Texas, United States Apple Full time

    At Apple, we believe that dedication, a fun environment, creativity and innovation fuelthe ultimate customer experience. We believe each customer interaction is anopportunity to delight, engage, and inspire. By focusing on the smallest of details, wecan make a big impact with our customers. Inclusion is a shared responsibility, and wehold ourselves and one...

  • Field Support Engineer

    5 days ago

    Austin, Texas, United States Advantage Technical Full time $60,000 - $85,000 per year

    Field Support EngineerPosition Type:Direct HirePosition Location:Austin, TX (Remote/Home-Based)Position Salary:$60,000 - $85,000 (Depending on Experience) + BonusResponsibilities:A leading provider of SMT automation machines and software is seeking a skilled and experienced Field Support Engineer.Crucial for troubleshooting, installing, repairing, and...

  • Technical Account Manager

    24 hours ago

    Austin, Texas, United States KIBO Full time $90,000 - $120,000 per year

    ABOUT THIS ROLEAs a Technical Account Manager at Kibo, you will be the go-to technical expert for customers, guiding them through setup, troubleshooting, and optimization to ensure they get the most out of Kibo's products. You will bridge the gap between the customer and internal teams, manage technical issues, and provide proactive advice to prevent future...

  • Customer Support Representative

    4 days ago

    Austin, Texas, United States Procore Technologies Full time

    Job DescriptionWe're looking for aCustomer Support Representative (CSR)to join our global customer support team.In this role, you'll leverage your technical problem-solving and people skills to provide first-contact resolutions, enabling clients to confidently use and advocate for Procore's platform.As aCSR, you will assist our customers via email, chat, and...

  • Technical Marketing Manager

    3 days ago

    Austin, Texas, United States EE Full time $90,000 - $120,000 per year

    Technical Marketing Manager – Engineered Filtration ProductsThis is a temporary, full-time, on-site role with the potential for permanent placement, based on performance and company needs.About the CompanyWe are a leading manufacturer of engineered filtration solutions serving industries where performance, reliability, and innovation are critical. Our...

  • Technical Sales Manager

    6 days ago

    Austin, Texas, United States James Hardie Full time $90,000 - $120,000 per year

    James Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie, TimberTech, AZEK Exteriors, Versatex, fermacell, and StruXure.With over 8,000 employees and our U.S. operating entities...

  • Customer Support Engineer-Austin, TX

    1 day ago

    Austin, Texas, United States KLA Full time $29,872 per year

    Company OverviewKLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents...

  • Strategic Technical Account Manager

    3 days ago

    Austin, Texas, United States DigitalOcean Full time $174,240 - $187,200 per year

    Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you'll find your place here....

  • IT Technical Support Specialist

    3 days ago

    Austin, Texas, United States Thomas J. Henry Law Full time $60,000 - $120,000 per year

    Top Texas Law Firm is currently seeking an IT Technical Support Specialist to join the team in our Austin locationThe ideal candidate will be a team player and will carry a professional and positive demeanor.Benefits IncludeMedical – 80% employer contributionDental, Vision, Life & other supplemental insurance401K with Employer Matching (up to 4%)Employee...