Technical Support Team Manager

As the Technical Support Team Manager, you will be the strategic leader responsible for the success, efficiency, and performance of Propeller’s Technical Support Team within the Customer Support function.

What You Will Do

Manage team capacity, queue coverage, and case assignment strategies to optimize utilization and ensure timely, high-quality resolution across all customer segments and channels (phone, email, chat).

Why It Might Be a Fit

You will be responsible for driving continuous improvement in the team’s technical troubleshooting expertise, customer communication, and product knowledge, leveraging Senior Technical Support Engineers as key technical mentors and escalation points.

Requirements

• 3+ years of experience managing a technical support, customer support, or technical services team, ideally in a SaaS or hardware-plus-software environment.
• Deep understanding of technical troubleshooting across both hardware and software, with the ability to coach others on complex technical concepts including data capture, photogrammetry, GPS, or geospatial workflows.
• Demonstrated ability to define and measure KPIs (CSAT, resolution time, response time, productivity), use data to drive process improvements, and forecast team capacity needs based on ticket volume and customer growth.
• Exceptional verbal, written, and presentation skills, with the ability to represent the team effectively in internal leadership meetings and in customer escalations.
• Experience designing, implementing, and measuring scalable customer support methodologies, including escalation paths and tiered support models.
• Proven ability to build strong, productive relationships with Engineering, Product, Customer Success, and Sales teams to ensure organizational alignment on customer experience.

Benefits

• Fully paid employee United Platinum PPO medical, dental, and vision coverage
• 20 day paid vacation time per year with no accrual or carryover cap
• 3% non-elective employer contribution to 401(k)
• Employee share options
• Professional development budget and leave
• The opportunity to take part in our mentorship program
• $100 USD monthly telephone and/or internet allowance
• Paid primary & secondary parental leave policies
• $275 USD one time work from home set up budget, and we'll also send you a laptop, monitor, mouse, and keyboard