Technical Support Manager

Job overview

The Technical Support Manager role is listed as fully remote, with the listing location in Kirkland, WA. Compensation is not specified. The role leads Teal’s 24/7 global support operations for B2B customers using its cloud-native network software for Physical AI and IoT devices. The manager leads the offshore support team, improves support processes, and serves as the escalation point for complex connectivity and provisioning issues. By coordinating incident response and sharing ticket-trend feedback with Product and Engineering, the role supports customer service and product reliability.

What you'll do

• Lead and mentor the 24/7 offshore technical support team
• improve ticketing, knowledge-base, and escalation processes
• maintain technical documentation and playbooks
• investigate and own critical incidents
• coordinate with Engineering, Product, and Carrier Relations
• communicate with B2B customers
• analyze ticket trends and provide feedback.

What we're looking for

Skills & competencies

technical support manager

telecommunications

iot

esim

gsma sgp.02

gsma sgp.32

b2b support

24/7 operations

remote

teal communications

support team

Work arrangement

• Weekend coverage required

Why this role

Requires deep knowledge of mobile and IoT ecosystems, including eSIM architecture and GSMA SGP.02 and SGP.32 standards; 5+ years of relevant technical support experience and 2+ years in management or team leadership.

About the employer

Teal Communications, Inc. is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.