Technical Support Manager

About the role

You will lead the Developer Support and App Review teams, managing daily operations and long-term scaling strategies. This role focuses on optimizing review processes through automation and AI to support a growing ecosystem while maintaining high quality standards.

Key facts

What you'll do

• Mentor and coach a team of support and review specialists to maintain high performance.
• Ensure priority partners receive timely, high-quality support during the review process.
• Implement system improvements, including Jira automations and AI-assisted checks, to increase operational efficiency.
• Act as a bridge between developers and internal product teams to translate feedback into actionable product insights.
• Monitor app quality through rigorous reviews and post-release tracking.
• Collaborate with Ecosystem teams to resolve recurring issues upstream and improve the overall developer experience.
• Establish feedback loops to continuously refine platform processes.

Requirements

• Minimum 6 years of experience in technical support or operations.
• Proven history of coaching staff and managing team performance.
• Ability to engage with technical concepts including APIs, SDKs, and developer tooling.
• Hands-on experience with system automation and Jira Service Management.
• Proficiency in using data and dashboards to track SLAs and identify operational bottlenecks.
• Strong communication skills for managing stakeholders across product, engineering, and partnerships.

Nice to have

• Experience using AI to drive operational efficiency.

Skills & tools

• Jira Service Management
• APIs
• SDKs
• Data analysis and dashboarding
• Process automation
• Stakeholder management

Practical notes

• Benefits include equity packages, inclusive parental leave, and an annual Vibe and Thrive allowance for wellbeing and office setup.
• Flexible leave options are available.
• Interviews are conducted virtually.
• Please include your pronouns and any required interview adjustments in your application.