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Akkodis · 7 hours ago

Senior Technical Support Manager

Dallas, TX

Full-time

Onsite

Mid, Senior Level

$110K/yr - $120K/yr

7+ years exp

Akkodis is seeking a Senior Technical Customer Support Lead to oversee and scale global customer support for a rapidly growing SaaS and Video Surveillance as a Service (VSaaS) platform. This is a hands-on leadership role responsible for ensuring a high-quality, enterprise-level support experience while building the processes, tools, and team needed to support continued growth.

Information Technology & Services

H1B Sponsor Likely

Responsibilities

Own the global customer support function and overall support experience

Define and evolve support strategy, service levels, and escalation processes

Establish and maintain SLAs for customers and partners

Ensure support operations scale effectively with customer growth

Lead day-to-day support activities including ticket intake, prioritization, and resolution

Manage high-impact and complex customer escalations

Act as an executive escalation point when required

Improve and optimize support workflows, tools, and automation

Ensure consistent, high-quality support across all channels

Partner with Product and Engineering teams to accelerate issue resolution and identify root causes

Provide customer-impact insights to influence product roadmap priorities

Collaborate with Cloud, Hardware, and Deployment teams on platform and installation issues

Support Customer Success and Sales with renewals, expansions, and strategic accounts

Coordinate with partners to align support responsibilities and expectations

Define and track support KPIs including CSAT, response time, resolution time, and backlog health

Report on trends, risks, and customer-impacting issues

Lead post-incident reviews and root cause analysis

Translate support data into actionable improvements across product and operations

Hire, onboard, and develop a high-performing customer support team

Mentor senior support staff and emerging leaders

Define training programs, performance expectations, and career paths

Foster a culture of accountability, ownership, and customer focus

Own internal and customer-facing support documentation

Maintain runbooks, troubleshooting guides, and FAQs

Partner with Product and Training teams to enhance onboarding and self-service resources

Qualification

SaaS support experienceEscalation managementTeam buildingData-driven metricsTechnical troubleshootingCross-functional collaborationStartup experienceCloud-native familiarityZendesk proficiencyJira Service ManagementServiceNow experienceCommunicationCustomer focus

Required

7+ years of experience leading customer support for SaaS platforms

Experience supporting enterprise and mid-market customers

Proven ability to manage escalations in live production environments

Exceptional polish and communication to support customers and C-level stakeholders

Experience building and scaling support teams and processes

Strong cross-functional collaboration with Product, Engineering, and Operations

Data-driven approach to support metrics and performance

Excellent written and verbal communication skills

Experience working with globally distributed teams

Preferred

Experience supporting VSaaS, video, or data-intensive SaaS products

Familiarity with cloud-native architectures and operational best practices

Hands-on technical troubleshooting experience (logs, integrations, platform behavior)

Experience supporting customer deployments, installs, or onboarding

Exposure to enterprise security, compliance, or regulated environments

Startup or high-growth company experience

Experience with tools such as Zendesk, Jira Service Management, or ServiceNow

Experience building tiered support models or on-call rotations

Background in Customer Success or Professional Services

Benefits

Medical, Dental, Vision

Life and AD&D

401k

STD and LTD

PTO

Holiday

Company

Akkodis

Glassdoor3.3

Akkodis provides digital engineering solutions for sustainable and innovative industries.

Zug, Zug, CHE

10001+ employees

https://www.akkodis.com

H1B Sponsorship

Akkodis has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (141)

2024 (121)

2023 (67)