Manager Technical Support

About the role

Contegris is seeking a Manager Technical Support to lead its pre‑ and post‑implementation support operations. The role ensures a delightful customer experience while overseeing the Network Operations Center (NOC) and guaranteeing SLA compliance across its SaaS product suite.

Key responsibilities

• Oversee technical support and NOC activities, manage ticket queues and ensure SLA adherence.
• Act as first escalation point for complex or high‑impact incidents, driving timely resolution.
• Monitor systems proactively to maintain uptime and address incidents before they affect customers.
• Build, coach and develop a high‑performing support team, conduct performance reviews and design onboarding training.
• Design, implement and continuously improve support processes, SOPs and NOC workflows using ITIL best practices.
• Conduct quality audits, maintain knowledge bases and ensure daily shift reporting accuracy.
• Collaborate with Development, Customer Success and Deployment teams to resolve complex queries and improve product experience.
• Track and report support KPIs (resolution time, CSAT, NPS, backlog) to leadership and use data‑driven insights for optimisation.

Required profile

• Proven experience leading technical support or NOC teams in a SaaS environment.
• Strong understanding of SLA management and incident escalation processes.
• Excellent coaching and people‑development skills with a focus on KPI achievement.
• Ability to work cross‑functionally with product, engineering and customer success teams.

Required skills

• ITIL framework
• Network Operations Center (NOC) management
• Ticketing systems
• Network and system monitoring tools
• SaaS platform support (Omni‑Channel Contact Center, Helpdesk, CRM, Unified Communication)
• WhatsApp Business API integration
• AI‑powered self‑service tools