Technical Support Manager

1 week ago

Singapore HR Hints Full time $90,000 - $120,000 per year

Voltage Park is your enterprise AI factory. We offer scalable compute power, on-demand and reserved bare metal AI infrastructure using NVIDIA GPUs, with world-class service, performance and value. Founded with the mission of making accessible AI computing for all – our flexible, affordable GPU solutions power everyone from builders to enterprises.

As part of this effort, we are seeking a TechnicalSupport Manager to lead our US based team of Technical Support Analysts and ensure world-class support for our customers building on Voltage Park's GPU infrastructure. The ideal candidate is a hands-on leader with a passion for customer success, a knack for building efficient systems, and a deep understanding of technical support operations.As a Support Manager, you will be responsible for managing and mentoring a team of 3–5 Technical Support Analysts. You will drive operational excellence, build scalable support processes, and collaborate cross-functionally with Product, Engineering, and Customer Success to resolve issues and continuously improve the customer experience.This is a remote role, but you must be located in PST – we are not looking for candidates in other parts of the country.

What You'll DoManage and support a team of 3–5 Technical Support Analysts across multiple time zonesProvide regular coaching, feedback, and performance reviewsFoster a culture of accountability, learning, and continuous improvementOversee daily support operations and ensure timely and high-quality customer responses via chat, email, and callsMonitor support queues, workload distribution, and key performance metricsEnsure 24/7 coverage and availability as needed, including managing shift schedulesBuild and optimize internal support processes, playbooks, and escalation pathsCollaborate with Product, Engineering, and Customer Success to advocate for customer needs and drive issue resolutionIdentify gaps in tooling or knowledge and work with appropriate teams to address themDrive initiatives to improve the customer support experience and reduce resolution timesAnalyze customer feedback and incident trends to guide support and product prioritiesContribute to and review customer-facing documentation and internal knowledge basesLead or participate in projects that span support, product, engineering, and operationsRepresent the support function in cross-departmental planning and strategic discussions

Requirements

3 years of experience in a B2B technical customer support or success role, with 1–2 years of people management experienceBackground in startup environments with a bias for actionAn understanding of Linux system administration and command line operationsProven ability to coach and manage distributed support teamsExcellent organizational and project management skillsStrong written and verbal communication skills, with a keen eye for detailDemonstrated experience building and optimizing support workflows and metricsEmpathy, patience, and a customer-first mindset

Bonus Points

Experience working in AI/ML, cloud infrastructure, or data center environmentsFamiliarity with SRE practices or incident management workflowsExperience with support tooling (Plain, Slack Support, community management), documentation systems, and task trackers (Jira)

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