The Manager of Technical Support will own and continuously evolve the systems, workflows, and performance of the Technical Support team. This role is accountable for how support operates day to day and how it improves over time. You will coach and develop Technical Support Representatives and Engineers and ensure the team consistently delivers a high-quality, scalable support experience as Panorama grows. This is a hands-on leadership role for someone who takes initiative, takes ownership of outcomes, and is comfortable leading from the front, including maintaining deep technical knowledge of the platform and jumping into the support queue when needed.

• Work on messaging email cases submitted by both individual developers and major brands. • Assist customers with troubleshooting message deliverability issues and debug customer code. • Speak with a customer on the phone and chat in order to guide them through the development of their SMS application. • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.

• Support dealer training and certification • Supervising advanced repairs and inspections of products and equipment • Provide periodic back up support for technical helpdesk as required • Support the customer’s product/equipment/processes by suggesting possible improvements • Provide advanced technical support and advice to the sales team and other Sandvik departments. • Develop and produce documentation to support both distributors and the technical support desk.

• Lead and mentor a multi-shift Support Engineering team, serving as the go-to expert for policies, procedures, and professional growth. • Continuously refine the support journey for both customers and staff, balancing operational efficiency with a motivating team culture. • Define and monitor key performance indicators (KPIs) to drive capacity planning, escalation workflows, and consistent SLA excellence. • Investigate complex technical issues, routing them to the ideal resource and collaborating directly with R&D and Product Management for swift resolution. • Act as the primary bridge for high-priority escalations, ensuring clear and timely updates for both customers and internal stakeholders. • Maintain deep, hands-on technical knowledge of the entire Tenable product suite to provide high-level guidance and oversight. • Execute specialized tasks and strategic business objectives as needed to ensure the overall success of the Support organization.