Senior Customer and Technical Support Manager

Job description

The Senior Customer and Technical Support Manager plays a critical role in enabling commercial success by delivering exceptional technical support, scalable training programs, and a consistent , high ‑ quality customer experience. This role partners with Commercial, Product Management, R&D, and Engineering teams to ensure rapid issue resolution, strong field readiness, and continuous feedback into product development. This position is ideal for a scientifically trained professional who thrives at the intersection of technology, customers, and commercial execution. As part of our team, your core responsibilities will be: Technical Support Leadership - Own and manage the global technical support operation across all inbound channels. - Triage and prioritize incoming technical issues based on severity, urgency, and business impact. - Assign cases to appropriate internal subject matter experts and drive timely resolution. - Track case resolution metrics, including responsiveness, quality, and closure effectiveness. - Act as the voice of the customer by ensuring clear communication, regular status updates, and realistic next ‑ step timelines. - Identify recurring failure patterns and sy...