Lattice · 18 hours ago
Manager, Technical Support
United States
Full-time
Remote
Mid, Senior Level
$115K/yr - $144K/yrLattice is on a mission to build cultures where employees and their companies thrive. The Manager of Technical Support is responsible for leading the Technical Support Engineering team, ensuring high-quality support and coaching team members through complex challenges to deliver exceptional customer experiences.
Enterprise SoftwareSoftwareHuman ResourcesEnterprise ApplicationsManagement Information SystemsProductivity Tools
Responsibilities
Lead and develop a high-performing, inclusive team of Technical Support Engineers, providing hands-on support when needed across live chat, email, and escalations
Coach and support the team through complex technical, customer, and cross-functional challenges
Own team outcomes, including service quality, customer experience, and delivery on key initiatives
Set clear priorities and direction by translating company and departmental strategy into team goals
Partner closely with Customer Care and Technical Support Engineering leaders to align on support motions and escalation paths
Own technical support incident response, ensuring effective coordination, communication, and resolution
Drive continuous improvement across support processes, tooling, and advanced technical domains (e.g., HRIS, integrations, APIs), while acting as a customer advocate with cross-functional partners
30 / 60 / 90 Day Success Within your first 90 days, you’ll build strong relationships with your team and cross-functional partners, gain a deep understanding of Lattice’s product, technical stack, and support ecosystem, and work alongside the team to learn workflows by actively participating in ticket handling and escalations, while beginning to influence team priorities and execution
6 Months / 1 Year Success Within your first year, you’ll have established a high-performing, engaged team, driven measurable improvements in support quality and incident response, and become a trusted partner across the company, including Customer, Product, and Engineering
Qualification
Required
You have experience managing senior-level or staff-level technical support, solutions engineering, or similarly technical ICs
You bring strong people leadership and coaching skills, and you're passionate about developing experienced professionals
You have a proven ability to set direction, own outcomes, and deliver results through a team
You're comfortable navigating ambiguity, trade-offs, and change in a fast-paced environment
You communicate clearly and effectively across written, verbal, and group settings
You demonstrate strong customer empathy and have experience de-escalating complex or high-impact customer issues
You have experience working with tools such as Zendesk, Jira, and Salesforce (or equivalent)
You bring a technical background or deep technical fluency (strongly prefer someone with fluency with using SQL, nice-to-have: Typescript)
You've built or led advanced or premium support functions (a plus)
You enjoy partnering cross-functionally and working collaboratively with other managers to drive shared outcomes
Benefits
Medical insurance
Dental insurance
Vision insurance
Life, AD&D, and Disability Insurance
Emergency Weather Support
Wellness Apps
Paid Parental Leave
Paid Time off inclusive of holidays and sick time
Commuter & Parking Accounts
Lunches in the Office
Internet and Phone Stipend
One time WFH Office Set-Up Stipend
401(k) retirement plan
Financial Planning
Learning & Development Budget
Invest in Your People Fund
Company
Lattice
Lattice is a people success platform that help business leaders develop engaged, high-performing employees, and winning cultures.
Founded in 2015
501-1000 employees
H1B Sponsorship
Lattice 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
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$330.32MKey Investors
Dragoneer Investment Group,Thrive CapitalTiger Global ManagementShasta Ventures
2022-01-19Series F· $175M
2021-03-23Series E· $60M
2020-07-14Series D· $45M
Leadership Team
Gabe Cortes
Chief Financial Officer
Cheryl Sanclemente
Chief Marketing and Communications Officer (CMCO)
Recent News
2026-02-11
salesforceventures
2026-01-14
Soma Capital
2026-01-07
Company data provided by crunchbase