Technical Support Team Manager

Propeller

. Manage team capacity, queue coverage, and case assignment strategies across phone, email, and chat .

Posted 10/14/2026full-timeDenver • Colorado • United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

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 continuous improvement in troubleshooting and customer communication, and implementing scalable support methodologies. Proficient in analyzing support metrics and defining KPIs to enhance customer outcomes across hardware and software environments.

Highest-signal resume keywords

Technical Support ManagementTechnical Troubleshooting ExpertiseKPI Definition and MeasurementCustomer Support MethodologiesGeospatial Workflows

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical Support ManagementTechnical TroubleshootingKPI DefinitionProcess ImprovementCustomer Support MethodologiesData AnalysisEscalation Path ManagementSaaS SupportHardware TroubleshootingGeospatial Workflows

Soft Skills

CoachingMentoringCommunicationRelationship BuildingPresentation Skills

Tools & Technologies

ZendeskSupport Ticketing PlatformsGeospatial ToolsDrone-Based Mapping WorkflowsGPS Technologies

Certifications & Qualifications

Remote Pilot License (Part 107)

Industry Keywords

SaaSHardware-Plus-SoftwareConstructionMiningCivil Engineering

About the role

Key responsibilities & impact

Manage team capacity, queue coverage, and case assignment strategies across phone, email, and chat
Manage, coach, and mentor Technical Support Specialists, Technical Support Engineers, and Senior Technical Support Engineers
Conduct regular 1:1s, performance reviews, and career development planning
Drive continuous improvement in technical troubleshooting expertise, customer communication, and product knowledge
Own onboarding and ramp plans for new hires
Define and execute the Technical Support strategy for scalable, efficient customer outcomes across hardware and software issues
Engage directly with complex or escalated cases involving data discrepancies, photogrammetry issues, and hardware troubleshooting
Analyze support metrics and implement process improvements to reduce customer effort and increase resolution speed
Establish quality-control standards for customer interactions, troubleshooting workflows, and escalation paths
Oversee the team knowledge base and internal troubleshooting documentation
Liaise with Engineering, Product, Implementation, Geospatial, Customer Success, Sales, and Logistics
Escalate recurring issues, surface customer pain points, and influence the product roadmap
Ensure seamless handoffs across the customer lifecycle
Translate recurring technical issues into actionable feedback for Product, Engineering, and Logistics
Serve as primary point of contact for high-priority customer escalations

Requirements

What you’ll need

3+ years of experience managing a technical support, customer support, or technical services team
Experience ideally in a SaaS or hardware-plus-software environment
Deep understanding of technical troubleshooting across both hardware and software
Ability to coach others on complex technical concepts including data capture, photogrammetry, GPS, or geospatial workflows
Ability to define and measure KPIs including CSAT, resolution time, response time, and productivity
Ability to use data to drive process improvements and forecast team capacity needs
Exceptional verbal, written, and presentation skills
Experience designing, implementing, and measuring scalable customer support methodologies
Experience with escalation paths and tiered support models
Ability to build relationships with Engineering, Product, Customer Success, and Sales teams
Experience in construction, mining, aggregates, or civil engineering sectors is nice-to-have
Familiarity with geospatial tools, survey data, drone-based mapping workflows, GPS technologies, photogrammetry, radio modems, or machine control is nice-to-have
Experience managing support teams combining hardware troubleshooting with SaaS platform support is nice-to-have
Prior experience with Zendesk or another support ticketing platform at the admin or team-lead level is nice-to-have
Remote pilot license (Part 107) is nice-to-have

Benefits

Comp & perks

Fully paid employee United Platinum PPO medical, dental, and vision coverage
20 day paid vacation time per year with no accrual or carryover cap
3% non-elective employer contribution to 401(k)
Employee share options
Professional development budget and leave
The opportunity to take part in our mentorship program
$100 USD monthly telephone and/or internet allowance
Paid primary & secondary parental leave policies
$275 USD one time work from home set up budget
Laptop, monitor, mouse, and keyboard provided