Technical Support Manager

22 hours ago

McLean, Virginia, United States HR Force International Full time

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.

  • Technical Program Manager

    6 days ago

    McLean, Virginia, United States Information Technology Senior Management Forum Full time

    Posted Date11/06/2025DescriptionTechnical Program ManagerAre you interested in leading programs that deliver on critical business goals and build large scale products & platforms?About Capital One: At Capital One, we're changing banking for good. We were founded on the belief that no one should be locked out of the financial system. We're dedicated to...

  • Technical Proposal Manager

    1 hour ago

    McLean, Virginia, United States iCatalyst Full time

    Requirement ID#: 2025_1029_TPMJob Type: Full TimeHybrid Opportunity - Must live in the Washington, D.C. Metropolitan area to be considered. Company OverviewiCatalyst, Inc. is a next-generation technology company specializing in Artificial Intelligence (AI), Natural Language Processing (NLP), Machine Learning (ML), and Robotic Process Automation (RPA). Since...

  • Technical Program Manager

    2 weeks ago

    McLean, Virginia, United States Clark Construction Group Full time

    We are seeking an experienced and highly motivated Technical Program Manager to join our Enterprise Applications team. This role serves as the project management expert for a dynamic portfolio of IT initiatives, acting as the critical link between our business stakeholders and our technical development teams. The Technical Program Manager will be responsible...

  • Technical Project Manager

    2 weeks ago

    McLean, Virginia, United States steampunk Full time $140,000 - $180,000 per year

    OverviewOverviewAre you a leader? Energetic? Ever worked as part of a program that is Agile? Are you interested in being an agent of change on a team committed to achieving client-focused, mission-driven excellence? Steampunk is seeking a Technical Project Manager who is creative and is a hands-on expert with delivering innovative technology solutions....

  • Sr. Manager, Technical Program Management

    4 days ago

    McLean, Virginia, United States Capital One Full time

    Are you interested in leading programs that deliver on critical business goals and build large scale products & platforms?About Capital One: At Capital One, we're changing banking for good. We were founded on the belief that no one should be locked out of the financial system. We're dedicated to helping foster a world where everyone has an equal opportunity...

  • Director, Technical Program Management

    1 day ago

    McLean, Virginia, United States Information Technology Senior Management Forum Full time

    Posted Date12/17/2025DescriptionDirector, Technical Program ManagementAre you interested in leading programs that deliver on critical business goals and build large scale products & platforms?About Capital One - At Capital One, we're changing banking for good. We were founded on the belief that no one should be locked out of the financial system. We're...

  • Director, Technical Program Management

    2 weeks ago

    McLean, Virginia, United States Information Technology Senior Management Forum Full time $226,000 - $257,900 per year

    Posted Date10/09/2025DescriptionDirector, Technical Program Management - Secured CardAre you interested in leading programs that deliver on critical business goals and build large scale products & platforms?About Capital One: At Capital One, we're changing banking for good. We were founded on the belief that no one should be locked out of the financial...

  • Manager, Technical Accounting

    2 weeks ago

    McLean, Virginia, United States FTI Consulting Full time

    Who We AreFTI Consulting is the leading global expert firm for organizations facing crisis and transformation. We work with many of the world's top multinational corporations, law firms, banks and private equity firms on their most important issues to deliver impact that makes a difference. From resolving disputes, navigating crises, managing risk and...

  • Technical Product Manager

    2 weeks ago

    McLean, Virginia, United States Mindlance Full time $120,000 - $180,000 per year

    We are seeking a detail-oriented Data Product Manager with strong experience in AWS-based data integration, ETL workflows, and testing validation. The ideal candidate will act as a bridge between technical and business teams — ensuring smooth data migrations, effective communication with leadership, and the delivery of high-quality data products aligned...

  • Sr. Director, Technical Program Management

    2 weeks ago

    McLean, Virginia, United States Capital One Full time

    Sr. Director, Technical Program Management - Card Tech PlatformsAre you interested in leading programs that deliver on critical business goals and build large scale products & platforms?About Capital One: At Capital One, we're changing banking for good. We were founded on the belief that no one should be locked out of the financial system. We're dedicated to...