Technical Support Manager
Technical Support Manager
Location: San Francisco, CA (Hybrid — 3 days/week in office) Compensation: $140,000–$165,000 base + equity Reports into: Support / Product organization
About the Company
Our client is a well-funded, high-growth AI analytics platform based in San Francisco. Built on a semantic model, the platform gives enterprises a governed context layer for analytics and AI — letting teams ask questions in plain English, refine answers in workbooks, and bring trusted data into modern AI and productivity tools. The company is venture-backed by top-tier investors and operates at the intersection of BI and AI.
About the Role
We're hiring a Technical Support Manager to lead and grow the Product Expert team. You'll act as both a technical leader and a strategic bridge — keeping customers, Product, and Engineering aligned while delivering high-touch, advisory-level support.
What You'll Do
- Ramp alongside the team and work directly with customers, modeling the high-touch advisory relationship promised to every account.
- Own team output end to end — unblocking issues and ensuring each member has the tools, mindset, and coaching to succeed.
- Lead sourcing and screening of new talent while mentoring existing members, building a culture of customer focus, growth, and technical excellence.
- Identify friction points in support processes and implement scalable solutions.
- Synthesize customer pain points into actionable insights that help shape the Product and Engineering roadmap.
What We're Looking For
- 5+ years in technical, customer-facing roles (Support, Sales Engineering, or Consulting), including 1–2+ years leading or managing teams.
- Strong SQL skills and familiarity with modern BI & AI stacks (e.g., Looker, dbt, Snowflake, BigQuery, agentic workflows).
- Thrives in high-growth environments — comfortable "building the playbook while playing the game."
- Able to translate complex architectural issues into clear, business-focused outcomes for any stakeholder.
Why Join
- Passionate, supportive, experienced team working to win together.
- Health, dental, and vision insurance.
- 401(k) plan.
- Unlimited PTO.