Technical Account Management Team Lead - Support

As Manager of the Technical Account Management (TAM) Team, you will lead a Tier 2 Technical Support organization within Global Support, overseeing customer segments spanning SMB, Mid-Market (MMC), and Enterprise/Strategic (ENT/STRAT) accounts. In this operational and strategic leadership role, you will manage pods of Technical Support Engineers and Technical Account Managers. You will drive core support metrics—including CSAT, SLA attainment, First Contact Resolution (FCR), and backlog health—while managing top-line technical escalations, refining incident management playbooks, and partnering directly with Product, Engineering, Sales, and Customer Success to protect annual recurring revenue (ARR).

Key Responsibilities

• Team Leadership & Operational Planning: Manage pod performance, staffing schedules, shift coverage, and queue health to consistently hit agreed SLAs across SMB, MMC, and Enterprise account segments.
• People Management & Talent Bench: Conduct regular 1:1 meetings, performance reviews, individualized development plans, and coaching to build a high-performing, accountable engineering support pod.
• Escalation & Incident Governance: Serve as top-line escalation owner for critical, high-priority customer cases. Lead triage, technical swarming, and executive updates. Participate in the Technical Support Manager On-Call rotation as incident manager for P0/P1 outage events.
• Customer Advocacy & ARR Protection: Advocate for customer pain points in cross-functional forums—connecting technical symptoms to product, data, or workflow issues to minimize churn risk and protect at-risk ARR.
• Product & R&D Partnership: Partner with Product Management, Engineering, and Backline Support to close the 360° feedback loop—monitoring bug trends, influencing product roadmaps, and improving system supportability.
• Process Architecture & Knowledge Base: Build, refine, and enforce Standard Operating Procedures (SOPs), case routing rules, escalation criteria (TSSD/Jira workflows), and Knowledge Base (KB) runbooks to codify team learnings.
• Data Analytics & Executive Reporting: Own weekly and monthly business reviews (WBRs/MBRs). Build and interpret dashboards in Salesforce Service Cloud, Tableau, and Google Sheets to present CSAT/SLA/FCR trends and remediation plans to Director and VP leadership.
• Strategic Change Management: Act as Directly Responsible Individual (DRI) for cross-functional Support initiatives, driving tool implementations, workflow changes, and process improvements across cross-functional teams.

Requirements

Management, Operations & Technical Support Depth

• Experience Track: 5+ years of direct management experience leading technical account management, Tier 2/Tier 3 support, or technical escalation engineering pods in high-volume B2B environments.
• Escalation & Incident Response: Proven track record handling enterprise customer escalations, running major incident reviews, and managing technical on-call rotations.
• Metrics & BI Dashboarding: Strong command of support metrics (CSAT, FCR, SLA, queue backlog, aging cases) paired with practical ability to build and analyze dashboards using Salesforce Service Cloud, Tableau, or Google Sheets.
• Process Improvement & Systems: Track record updating ticketing tools, case routing rules, and workflow playbooks (Jira, Confluence, Salesforce).
• Communication & Stakeholder Management: Superior verbal and written communication skills to articulate complex technical root causes clearly to both non-technical business partners and C-suite executives.
• Analytical & Root-Cause Mindset: Ability to connect complex customer symptoms to underlying hardware, software, telematics data, or workflow issues.
• Flexibility: Willingness to support critical, high-impact cases after hours as part of an incident management rotation.

Preferred Qualifications

• Direct experience with Salesforce Service Cloud (case routing rules, reporting, dashboard architecture) and Tableau analytics.
• Hands-on familiarity with Jira/Confluence workflows, ITIL incident management practices, and Knowledge-Centered Service (KCS) principles.
• Prior domain experience in IoT platforms, vehicle telematics, fleet management, hardware/software SaaS, or mobile workforce technology.

Total Rewards & Benefits

• Competitive Compensation: Market-competitive base salary + bonus incentives + equity options in a rapidly growing technology leader.
• Comprehensive Healthcare: Robust health, vision, and dental insurance programs for employees and eligible dependents.
• Professional Development: Dedicated learning stipends, leadership coaching, and clear promotion pathways within Global Support and Operations.
• Culture & Inclusion: Inclusive workplace culture with flexible time-off policies, mental health resources, and equal opportunity commitments.