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Technical Support Manager (Tech StartUp)

Technical Support Manager (Tech StartUp)

PearlPH
25 days ago
Job type
  • Quick Apply
Job description

Description

Work Arrangement :  9 to 5 EST.

Job Type :  Full-time, Independent Contractor.

Salary Range :  Up to $1,300 per month.

Work Schedule :  40 hours per week.

Locations :   Remote, open to candidates in Philippines.

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

Why Work with Us?

We mean what we say that we’re building a different recruiting company here. We only work with exceptional founders from the US and EU who care about the long-term success of their team members. We also provide you with attainable 3, 6, 9, 12 month, and beyond retention bonuses in add

About the Company :

This company is revolutionizing the construction industry with a cutting-edge SaaS solution that empowers contractors in the US market to estimate costs, manage projects efficiently, and scale their businesses with confidence. They are committed to innovation, user-centric design, and creating meaningful solutions that drive success in the construction sector.

Role Overview

We are seeking a proactive, empathetic, and technically skilled  Technical Support Manager (TSM)  to join our team. In this role, you will go beyond surface-level customer interactions, serving as a trusted advisor and problem-solver for our users. You will be responsible for addressing complex inquiries, resolving technical challenges, and collaborating with internal teams to enhance the user experience. The ideal candidate combines exceptional soft skills with a strong technical foundation, thriving in a fast-paced environment and demonstrating ownership over support processes and resources.

Key Responsibilities :

  • Serve as the primary point of contact for customer inquiries, providing timely and effective support via Slack, Intercom, or other communication channels.
  • Troubleshoot technical issues thoroughly and independently.
  • Proactively jump on video calls to provide real-time assistance, build trust, and strengthen user relationships.
  • Monitor and analyze support metrics (e.g., ticket resolution time, CSAT, NPS) to ensure high performance and continuous improvement.
  • Take ownership of the knowledge base by creating, updating, and refining FAQs, troubleshooting guides, and other resources.
  • Identify trends in customer feedback, collaborating with product and engineering teams to drive user-centric solutions.
  • Contribute to the development and optimization of support workflows and processes.

Requirements

Must Have :

  • Excellent written and spoken English communication skills with the ability to convey technical information clearly.
  • Experience in technical support roles (L1 / L2) with demonstrated expertise in troubleshooting software tools and workflows.
  • Familiarity with support KPIs (e.g., FRT, ART, CSAT) and a track record of using data to improve performance.
  • Confidence and professionalism when conducting video calls to address technical concerns.
  • Proven ability to take ownership of customer interactions, resolve issues independently, and avoid unnecessary escalations.
  • Strong multitasking and problem-solving abilities in a fast-paced environment.
  • A growth mindset with a drive to continually learn and improve both technical and soft skills.

    • Nice to Have :

  • Prior experience as a team lead or in a leadership role, with responsibilities including monitoring performance and mentoring team members.
  • In-depth familiarity with SaaS products and modern support systems.
  • Experience managing and enhancing knowledge base resources.
  • Experience working in StartUps enviroments.

    • Benefits

    Benefits

  • Competitive Salary :  Up to $1,300 per month.
  • Direct Mentorship :  Grow through guidance from international industry experts.
  • Learning & Development :  Ongoing access to resources for professional growth.
  • Global Networking :  Work and connect with professionals around the world.
  • Work-Life Balance :  Flexible hours that support a healthy work-life balance.

    • Our Recruitment Process

  • Application
  • Screening
  • Top-grading Interview
  • Skills Assessment
  • Client Interview
  • Job Offer
  • Client Onboarding

    • Ready to Join Us?

    If this role aligns with your skills and career goals, we’d love to hear from you. Apply now to take the next step in your journey with Pearl.