Call Quest Solution · 23 hours ago
Technical Support Manager
United States
Full-time
Remote
Senior Level
5+ years expCall Quest Solution is seeking a hands-on Technical Support Manager to lead and scale a global support function for full-stack hardware and software solutions. The role involves mentoring a team of Technical Support Engineers, optimizing the support ticketing process, and partnering with various departments to resolve technical issues.
Staffing & Recruiting
Responsibilities
Lead, mentor, and coach a global team of Technical Support Engineers
Own hiring, onboarding, and continuous training to scale team capabilities
Foster a culture of accountability, empathy, and operational excellence
Define and manage SLAs, CSAT, KPIs, and performance goals
Own and optimize the support ticketing process (HubSpot), including triage, prioritization, and escalations
Create and maintain runbooks, troubleshooting guides, and diagnostic documentation
Act as the primary escalation point for complex or high-priority technical issues
Partner cross-functionally with Product, Engineering, Sales, and Operations to resolve root-cause issues
Remain hands-on by responding to tickets during peak times or for key customers
Serve as a product subject matter expert; occasional customer site travel may be required
Qualification
Required
5+ years of technical support experience, including 2+ years in a management or team lead role
Startup experience required
Experience in facial recognition, physical security, or biometric systems (required)
Strong technical troubleshooting skills across hardware + software environments
Hands-on experience with support ticketing systems (HubSpot preferred; Zendesk/Freshdesk acceptable)
Proven ability to scale support teams and implement support best practices
Experience supporting enterprise customers in on-prem and cloud-hosted environments
Strong communication skills—written, verbal, and interpersonal
Technical background in networking, access control systems, and related technologies
Familiarity with Jira, Confluence, and Google Workspace
Preferred
Bachelor's degree preferred or equivalent practical experience
Company
Call Quest Solution
At Call Quest Solutions, we believe great companies are built by great people.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase