Manager, Technical Support & Operations (API)

Role Overview

The Technical Support& OperationsManager is accountable for managing and improving platform support operations for a region,domainor platform portfolio. The role requires technical acumen, problem-solvingstrengthand the ability to lead support teams delivering reliable,efficientand customer-focused service acrossXvantage, X4V, XI and related marketplace capabilities.

The managerestablishesoperational standards, performance discipline, escalation paths, documentation, knowledgepracticesand continuous improvement routines. The role collaborates closely with global support teams, Product, Engineering, Operations, VendorManagementand external partners to resolve issues and improve platform reliability and customer experience.

Key Responsibilities

• Lead,mentorand manage a technical support team responsible for platform support, operational stability, ticket resolution,escalationsand customer/vendor experience.

• Set clearobjectives, performance standards, operatingexpectationsand feedback routines to improve productivity,engagementand ownership.

• Oversee daily support operations, ensuring user issues are triaged, progressed,resolvedand escalated effectively.

• Establish andmaintaintiered or swarming support models for escalations, complexissuesand critical incidents, coordinating with global and cross-functional teams as needed.

• Serve asescalationpoint for unresolved technical issues, partnering with Product, Engineering, SRE, DevOps, Vendorteamsand external partners to drive resolution.

• Define and track operational KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, re-open rate, bugconversionand cost-to-serve improvements.

• Identifyrecurring issues and process gaps; implement long-term solutions, streamlined processes, automationopportunitiesand continuous improvement actions.

• Ensure compliance with regional data privacy, security, support operating standards andrequireddocumentation practices.

• Develop training plans, knowledge assets,runbooksand documentation to strengthen team capability and reduce reliance on tribal knowledge.

• Provide regular updates to leadership on operational performance, risks, escalations, customer impact, vendorissuesand progress against improvement objectives.

Required Experience & Skills

Area

Requirement

Experience

7+ years in technical support, platform support, SaaS operations, customer supportoperationsor related field; people management experiencerequired.

Technical Acumen

Ability to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoringsignalsand support impact.

Leadership

Experience leading support teams, creating operating discipline, managingescalationsand building strong associate engagement.

Operational Excellence

Strong KPI management, process improvement, documentation, KCS/self-serviceand continuous improvement experience.

Stakeholder Management

Ability to communicate with regional leaders, Product, Engineering, Operations, Vendors and customers with clarity and urgency.

SuccessMetrics

• Improved MTTR, CSAT, response discipline, KCSadoptionand overall support quality.

• Reduced recurring issues, avoidable escalations, ticketvolumeand cost-to-serve.

• Strongersupportreadiness for launches, releases, vendoronboardingand platform transitions.

• Higher team capability through training, knowledge management, documentedrunbooksand consistent operating standards.

• Improved collaboration with Product, Engineering, Vendor Management and Operations on systemic issue resolution.