• Partner with Product, Engineering, and Customer Success to identify and address root causes of recurring issues • Support major feature releases with training, QA, documentation, and internal communication • Provide insights from support data to inform product improvements and customer success initiatives • Drive and maintain key KPIs such as CSAT, SLA compliance, resolution time, and ticket backlog • Establish and refine escalation protocols, workflows, and knowledge management systems to ensure consistent quality at scale • Work closely with the team to refine processes and leverage tools for better efficiency and effectiveness • Mentor, train, and coach Support team to build a high-performing, customer-centric team • Quickly respond to customer inquiries, diagnose and resolve issues • Lead debug sessions on live calls and reproduce client issues using a wide range of applications and environments • Aid in all ways to ensure lasting success for our customers

Role Description As our Technical Support Manager, you will own the support function for our PLG user base end-to-end. You are stepping into a functioning operation, Fin AI is already live and handling the majority of chat volume, core automations are in place, and the billing ops workflow is established. Your job is to own it, raise the bar, and extend it. You will have full authority over how support, billing ops, and customer education work at Wiza. You will set the standards, improve the tools already in place, push the AI agents further, and decide what gets automated next vs. what still needs a human. What You Will Own - Customer Support Experience (~55%) - Own support for all PLG users end-to-end: product inquiries, billing questions, account issues, and technical troubleshooting. - Own the operational side of the PLG motion: subscription changes, refunds, credit adjustments, plan migrations, and billing escalations. - Own and maintain the help center article library, keeping content accurate, up to date, and useful. - Drive customer education through in-app guidance, onboarding touchpoints, and proactive outreach. - Set and uphold the quality bar for response time, resolution rate, and CSAT. - Identify recurring issues and surface them as systemic problems worth solving. - AI and Automation Layer (~30%) - Own, tune, and continuously improve Fin AI, our primary AI support layer. - Identify and execute on opportunities to extend Fin's coverage across channels and use cases. - Build and maintain automations (workflows, routing logic, macros) to deflect common questions. - Work directly with APIs to investigate issues, test integrations, and build or improve support workflows. - Design and implement processes that move users out of the reactive support queue. - Evaluate new AI tooling where it can meaningfully improve support quality, billing ops, or customer education. - Cross-Functional Ownership (~15%) - Build reporting on volume trends, issue categories, AI deflection rates, and resolution patterns. - Partner with Engineering and Product to flag bugs and surface user pain points. - Work with CS, Ops, and Sales to ensure PLG users who signal expansion readiness get handed off cleanly. - Report on support performance, roadmap, and resourcing needs and establish KPIs. Qualifications - 2 to 4 years in customer-facing support, support operations, or technical support at a SaaS company. - Hands-on experience with Intercom and Fin. - Track record of ownership in managing or improving a support function. - AI-forward mindset with real experience in AI support agents. - Demonstrated technical ability with automations and APIs (REST, JSON, webhooks). - Strong billing and subscription ops judgment. - Comfort with data and ability to pull reports and spot trends. - Strong written communication skills. - Ability to make independent judgment calls and set priorities. - Able to work Eastern Time hours. Nice to Have - Experience with Stripe or similar billing platforms. - Familiarity with sales intelligence, prospecting tools, or B2B SaaS workflows. - Experience owning and maintaining a help center or self-serve documentation library. Benefits - Competitive salary. - Health Care Plan (Medical, Dental & Vision). - Retirement Plan (401k, IRA). - Paid Time Off (Vacation, Sick & Public Holidays). - Family Leave (Maternity, Paternity). - Training & Development. - Stock Option Plan.

• Day to day leadership and direction of engineers and or resources assigned to PureCloud account(s) • Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies • Assess client needs and make configuration recommendations • Provide client support for reported issues, concerns or enhancements based on client requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification • Diagnose reported issues through root cause analysis

• Provide first-level support to users, logging, categorizing, and prioritizing tickets according to SLA criteria • Work on resolving incidents and requests of low to medium complexity • Perform troubleshooting on ManageEngine and Zoho solutions • Ensure correct classification and escalation of tickets to higher support levels (L2) • Monitor tickets through to resolution, keeping users informed of progress • Assist with organizing and maintaining the knowledge base and procedural documentation • Follow defined Service Desk operational processes and standards • Contribute to continuous improvement of support and operational processes