Manager, Technical Support na Panorama Education

Description

The Manager of Technical Support will own and continuously evolve the systems, workflows, and performance of the Technical Support team. This role is accountable for how support operates day to day and how it improves over time.

You will coach and develop Technical Support Representatives and Engineers and ensure the team consistently delivers a high-quality, scalable support experience as Panorama grows. This is a hands-on leadership role for someone who takes initiative, takes ownership of outcomes, and is comfortable leading from the front, including maintaining deep technical knowledge of the platform and jumping into the support queue when needed.

Requirements

Team leadership and coaching:

• Lead and manage a team of Technical Support Representatives and Engineers with clear expectations for performance, quality, and growth
• Own onboarding, training, and ongoing enablement to ensure team members ramp quickly and perform consistently
• Establish and maintain clear performance standards and success metrics at both the individual and team levels
• Regularly review performance data, identify trends, and take proactive action to address risks and opportunities
• Conduct effective performance management, including coaching, corrective action, and recognition of high performance

Process design and operational ownership:

• Own the end-to-end support workflows, including intake, triage, escalation, resolution, and follow-up
• Define, document, and continuously improve processes as products, tooling, and delivery models evolve
• Identify operational inefficiencies and lead initiatives to improve speed, quality, and consistency of support
• Ensure standard operating procedures are adopted, maintained, and consistently followed
• Use data and qualitative insights to drive improvements in productivity, customer satisfaction, and key business KPIs

Technical leadership:

• Develop and maintain deep expertise in Panorama’s platform, products, and common technical issues
• Act as a technical escalation point for complex or high-impact issues
• Lead by example by jumping into the support queue when needed, especially during peak periods or escalations
• Partner with Product and Engineering to surface systemic technical issues and advocate for durable solutions that reduce future support burden

Our Ideal Candidate Has:

• 3+ years of people leadership experience within Technical Support or a similar operational environment
• Demonstrated success owning processes and driving operational improvement
• Strong experience using data to diagnose issues, set priorities, and measure impact
• Proven ability to manage performance directly, including navigating difficult feedback and accountability conversations
• Experience leading teams through change, including new workflows, tools, or operating models
• Track record of building scalable systems that support high-performing teams
• Ability to learn complex products quickly and use technical knowledge to support and coach others
• High proficiency in tools such as Google Workspace, Microsoft Office, Salesforce, Jira, and support platforms (e.g., HelpScout, Zendesk)
• Ability to travel occasionally within the US and Mexico

Benefits

Salary range: $102,000 - $150,000 USD
Our salary is just one component of Panorama’s competitive total rewards strategy that also includes annual bonuses or commission awards, equity awards, as well as other region-specific health and welfare benefits

Some of the additional benefits offered are:

• 401K with an employer match
• Health, dental, vision, life insurance, and short-term and long-term disability coverage. 
• Flexible spending account for health care and dependent care
• Wellness Reimbursement
• Work from Home Reimbursement
• Flexible vacation policy
• Parental leave program
• Company Issued Laptop†