Manager, Technical Account Manager

Motive

. Lead a Tier 2 Technical Support organization within the Global Support team .

Posted 11/6/2026full-timeRemote • PakistanMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing technical support teams, driving performance metrics, and leading strategic initiatives to enhance customer experience. Proficient in utilizing Salesforce, Tableau, and data analytics to inform decision-making and improve support processes.

Highest-signal resume keywords

Team ManagementEscalation ManagementSalesforce Dashboard CreationTechnical Problem InvestigationCustomer Advocacy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Support ManagementSupport Metrics AnalysisIncident ManagementSupport Ticketing System ImprovementData Analytics

Soft Skills

Excellent CommunicationTime ManagementCoaching and MentoringFlexibilitySelf-Starter

Tools & Technologies

SalesforceTableauGoogle SheetsJiraConfluence

Industry Keywords

Customer SatisfactionService Level AgreementFirst Contact ResolutionKnowledge ManagementIoT

Tech Stack

Tools & technologies

CloudIoTTableau

About the role

Key responsibilities & impact

Lead a Tier 2 Technical Support organization within the Global Support team
Own team performance, staffing, scheduling, and escalation management across customer segments
Lead and develop Technical Support Engineers and Technical Account Managers
Drive CSAT, SLA, FCR, backlog health, and escalation quality
Coach team members through 1:1s, performance reviews, development plans, and feedback
Set and cascade quarterly goals and conduct data-driven reviews
Partner with Workforce Management, Recruiting, and Enablement to hire, onboard, and ramp team members
Own high-priority and strategic customer escalations through resolution
Participate in the Technical Support Manager On-Call rotation and manage P0/P1 incidents
Advocate for customers and minimize churn
Monitor queue health and backlog; rebalance work to protect SLAs
Build and improve SOPs, workflows, routing, escalation criteria, Jira usage, and incident playbooks
Identify trends, product gaps, training needs, and process friction with Support Ops and Backline
Establish knowledge creation and quality processes for knowledge bases, documentation, and runbooks
Partner with Product and Engineering to resolve product issues, influence roadmaps, and communicate customer feedback
Represent Technical Support in cross-functional reviews
Own weekly and monthly business reviews, dashboards, metrics reporting, insights, risks, and remediation plans
Use Salesforce, Tableau, and other BI tools for reporting and decision-making
Lead strategic supportability, efficiency, and customer-experience projects
Drive change management and rollout of new workflows and tools
Act as DRI for cross-functional initiatives

Requirements

What you’ll need

5+ years directly managing technical teams in a fast-paced, high-volume support environment
Demonstrated experience managing escalations and incidents, working closely with Product/Engineering, and presenting to senior stakeholders
Proven track record of building, coaching, and retaining high-performing technical teams
Strong command of support metrics
Ability to build and interpret dashboards using Salesforce, Tableau, and Google Sheets
Experience improving support ticketing systems, tools, and processes
Excellent verbal and written communication skills
Ability to explain complex issues to technical and non-technical audiences
Passion for investigating technical problems, root cause, reliability, and supportability
Ability to connect customer symptoms to underlying product, data, and workflow issues
Excellent time management and prioritization
Flexibility to handle critical cases after hours through on-call or incident response
Self-starter with a track record of leading change
Preferred: hands-on Salesforce Service Cloud and Tableau experience
Preferred: familiarity with Jira/Confluence and knowledge management practices
Preferred: comfort with GSuite/MS Office
Preferred: data analytics experience
Preferred: experience in IoT, telematics, fleet management, or similar domains
Applicant must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations

Benefits

Comp & perks

Equal opportunity employer welcoming people of different backgrounds, experiences, abilities and perspectives
Some interviews or new-hire training sessions may be held in person at one of Motive's global offices