Senior Technical Support Manager

About the role

Omilia is seeking a Senior Technical Support Manager to lead its AMER support team across the United States and Costa Rica. This hybrid people‑and‑technology position requires both leadership of a distributed engineering team and deep familiarity with the Omilia Cloud Platform (OCP) to guide technical decisions.

Key responsibilities

• Lead the AMER support team, running daily alignment calls and managing customer escalations.
• Translate ambiguous customer issues into clear, actionable goals for the team.
• Recruit, onboard, and ramp new engineers, enhancing the structured onboarding plan.
• Conduct 1:1s, performance reviews, and growth conversations, coaching contributors toward senior and specialist tracks.
• Own queue health and SLA performance for Severity 1‑4 tickets, monitoring backlog, aging tickets, and Platinum‑Customer health.
• Coordinate follow‑the‑sun handoffs with EMEA and APAC teams to ensure seamless ticket progression.
• Maintain customer communication during incidents, ensuring timely updates throughout the incident lifecycle.
• Serve as senior point of contact for key accounts during escalations, reviews, and QBRs.
• Drive knowledge‑base creation, converting recurring issues into KB articles and feeding the service‑desk roadmap.
• Uphold compliance and security standards within the support team.

Required profile

• Proven experience leading technical support or engineering teams in a SaaS or cloud environment.
• Strong ability to manage SLAs, queue health, and cross‑regional handoffs.
• Excellent communication skills for stakeholder management and customer interaction.
• Track record of hiring, onboarding, and developing technical talent.

Required skills