[Hiring] Technical Support Manager @Omilia

Role Description

We are looking for a Senior Technical Support Manager to lead our AMER support team based in the USA & Costa Rica. This is a balanced people-and-technology role: you will lead a distributed support team handling tickets across the full Omilia Cloud Platform (OCP), while staying close enough to the technology to coach, unblock and contribute to technical decisions.

You will report into Technical Support leadership and partner with Product, Platform Operations, Professional Services and Customer Success across multiple regions.

What You’ll Do

• Lead the AMER support team.
• Run daily team calls to align on requests, blockers, priorities and customer escalations.
• Translate ambiguous customer issues into clear, feasible team goals and manage expectations with stakeholders.
• Hire and onboard new engineers on OCP.
• Contribute to the enhancement of the current structured onboarding plan.
• Run 1:1s, performance reviews and growth conversations.
• Coach individual contributors toward senior and specialist tracks.
• Address performance issues directly and fairly.
• Own SLAs across Severity 1 to Severity 4 for the Costa Rica queue.
• Monitor backlog, ageing tickets and Platinum-Customer health.
• Drive measurable improvements in response time, resolution time and CSAT.
• Coordinate follow-the-sun handoffs with EMEA and APAC support teams.
• Ensure the support team keeps customers informed and updated during incidents.
• Serve as a senior point of contact within Technical Support for key accounts.
• Drive the Omilia Service Desk knowledge base flow.
• Ensure recurring issues are converted into KB articles.
• Make sure the team handles customer data in line with compliance standards.
• Maintain an in-depth understanding of OCP components.
• Be the go-to expert and mentor for the team.
• Drive deep troubleshooting and an exploratory mindset.
• Improve JSM workflows, automation and integrations between the service desk and OCP observability.

Qualifications

• 5+ years in technical support, with at least 2 years managing a support team of engineers.
• Track record managing an enterprise support queue against SLAs in a high-severity, customer-facing environment.
• Hands-on technical fluency in at least one of: conversational AI, IVR, NLP/ASR, contact-center platforms, cloud infrastructure or voice biometrics.
• Strong people-management instincts: setting feasible goals, mentoring, giving direct feedback, building trust, managing through ambiguity.
• Excellent written and spoken English; able to communicate clearly with global customers and engineering teams.
• Based in the AMER region, fully remote.
• Willing to either commit to a daily four-hour overlap with our Athens team or accept the optional two-month relocation to Athens.

Nice to Have

• Experience with Atlassian Jira Service Management and building automation in JSM.
• Experience working in a regulated environment (banking, healthcare, payments).
• Familiarity with Omilia Cloud Platform or comparable conversational AI platforms.
• Exposure to follow-the-sun support models and managing across timezones.
• Spanish in addition to English.

What We Offer

• Structured onboarding plan focusing on direct collaboration and real exposure.
• Remote shadowing or optional Athens relocation for onboarding.
• A senior leadership role on a fast-moving product.
• Direct ownership of a team and clear room to shape how technical support operates in our AMER.
• A culture that rewards real results, honest communication, curiosity and tackling tough challenges.
• Fixed compensation.
• Long-term employment with vacation days.
• Development in professional growth (courses, training, etc).
• Being part of successful cutting-edge technology products.
• Proficient and fun-to-work-with colleagues.
• Apple gear.