Carbyne · 2 months ago
Technical Support Manager (Tier-2)- NY Based
New York, NY
Full-time
Hybrid
Senior Level
$150K/yr - $175K/yr
5+ years expCarbyne is a global leader in emergency collaboration technology, focused on revolutionizing public safety. The Technical Support Manager will oversee the Tier-2 support team, manage complex customer issues, and collaborate with cross-functional teams to enhance customer satisfaction and improve technical support processes.
Contact ManagementCustomer ServiceInformation TechnologyPublic Safety
No H1B
Responsibilities
Manage the Tier-2 technical support team, ensuring high-quality support for complex and escalated customer issues
Develop and implement advanced troubleshooting procedures to address and resolve high-level technical problems within Carbyne's platform, ensuring adherence to strict SLAs
Work closely with Engineering, QA, and Product teams to prioritize bug fixes and feature requests based on customer impact and feedback
Foster a culture of continuous improvement by leading the evaluation and optimization of support processes and tools for scalability and efficiency
Drive the development and maintenance of a comprehensive knowledge base and documentation for customers and internal stakeholders
Mentor and train Tier-2 support engineers, enhancing their technical skills and product knowledge
Collaborate with Customer Success and Sales teams to ensure a seamless customer experience and contribute to customer retention and satisfaction strategies
Participate in cross-functional teams to translate customer feedback into actionable insights for product development
Qualification
Required
Minimum of 5 years in Technical Support/Network Engineering roles, with at least 2 years in a leadership or management capacity within a SaaS or global tech company
Strong proficiency in Jira, Zendesk, monday.com, and similar platforms, with a focus on escalated support scenarios
Advanced knowledge of monitoring and network troubleshooting tools (e.g., Datadog, Rollbar, CloudWatch, OpsGenie or similar)
Expertise in network protocols (SNMP, Syslog), IP technologies, cloud platforms (especially in AWS), and database management (SQL)
Demonstrated leadership skills with the ability to manage, mentor, and develop a team of technical support engineers
Excellent problem-solving skills, with a track record of managing complex technical issues and driving resolutions
Strong communication skills, capable of translating technical details into clear, customer-friendly language
A proactive and innovative approach to process improvement, with a commitment to enhancing customer support experiences
Flexibility to work outside standard hours when necessary and willingness to travel up to 15%
Preferred
Experience in advanced cloud services
In-depth knowledge with VoIP, SQL databases, and scripting languages
Background in user testing/QA flows
Demonstrating Customer Success Strategies
Benefits
Comprehensive healthcare (medical, dental, vision).
401(k) matching—because your future matters!
Unlimited vacation days (yep, really!).
Parental leave—family first!
Health & wellness perks to keep you feeling great.
$100 monthly allowance for your phone and internet because streaming cat videos and answering emails both count as "work," right?
Remote-friendly perk: One-time $400 home office stipend to help you create your perfect workspace.
Company
Carbyne
Carbyne is a software company that develops cloud-based mission-critical contact center solutions.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$226.25MKey Investors
AT&T VenturesGlobal Medical ResponseEhud Barak
2025-11-04Acquired
2025-06-08Series Unknown· $100M
2024-03-20Series Unknown
Leadership Team
Amir Elichai
Founder, Chairman & CEO
Alex Dizengof
Co-Founder & CTO
Recent News
Columbia West
2026-01-06
2025-12-29
Company data provided by crunchbase