Customer (Technical) Support Manager jobs in United States
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Sensi.AI · 2 months ago

Customer (Technical) Support Manager

positionTX, Austin, US
timeFull-time
remoteHybrid
seniorityMid, Senior Level
date3+ years exp

Sensi.AI is a hyper-growth startup transforming the world of home care through agentic AI. They are seeking a Customer (Technical) Support Manager to lead their support function, overseeing daily operations and managing Tier 1 and Tier 2 support teams to ensure high-quality technical assistance for healthcare partners.

Computer Software

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

Qualification

Technical support managementIoT systems experienceHardware-software ecosystemsCRM/ticketing toolsHealthcare technology knowledgeCommunicationProblem-solving skills

Required

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

Preferred

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

Company

Sensi.AI

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Sensi.AI is the most trusted 24/7 Care Copilot, using audio technology with the highest level of precision.
dateFounded in 2019
location
Austin, Texas, US
people-size51-200 employees
web-link
https://www.sensi.ai/

Funding

Current Stage
Growth Stage

Leadership Team

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Romi Gubes
Co-Founder and CEO
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Recent News

MedCity News
StartUPDATE: New Developments for Healthcare Startups
2025-10-11
Tech Funding News
Female-led Sensi.AI gets $45M to accelerate AI-driven care intelligence for ageing populations — TFN
2025-10-11
Newswire
Sensi.AI Raises $45M Series C, Extending Its Dominance of Care Intelligence in Vertical AI
2025-10-10
Company data provided by crunchbase