Senior Technical Support Manager

Job Description

About Omilia

Omilia is a leader in enterprise Conversational and Agentic AI for customer experience. Recognized as a Leader in the 2025 IDC MarketScape for Worldwide General Purpose conversational AI and a Visionary in the 2025 Gartner Magic Quadrant for Conversational AI Platforms, we power voice and digital customer service for global enterprises in finance, insurance, healthcare, utilities and beyond. Our unified, self-learning platform spans voice and chat agents, authentication, fraud prevention, and agent assist, and completes customer service tasks with human-like understanding. 

The Role

We are looking for a Senior Technical Support Manager to lead our AMER support team based in the USA & Costa Rica. This is a balanced people-and-technology role: you will lead a distributed support team handling tickets across the full Omilia Cloud Platform(OCP), while staying close enough to the technology to coach, unblock and contribute to technical decisions.

You will report into Technical Support leadership and partner with Product, Platform Operations, Professional Services and Customer Success across multiple regions.

What You’ll Do

• Lead the AMER support team. Run daily team calls to align on requests, blockers, priorities and customer escalations. Translate ambiguous customer issues into clear, feasible team goals and manage expectations with stakeholders.
• Hire and onboard. Recruit, onboard and ramp new engineers on OCP. Contribute to the enhancement of the current structured onboarding plan that gets new hires productive on real tickets fast.
• Develop people. Run 1:1s, performance reviews and growth conversations based on our current framework. Coach individual contributors toward senior and specialist tracks; address performance issues directly and fairly.
• Own queue health and SLAs. Own SLAs across Severity 1 to Severity 4 for the Costa Rica queue. Monitor backlog, ageing tickets and Platinum-Customer health, and drive the team toward measurable improvements in response time, resolution time and CSAT.
• Manage cross-region handoffs. Coordinate follow-the-sun handoffs with EMEA and APAC support teams. Set the standard for end-of-shift handover quality so no ticket loses momentum across regions.
• Own customer communication during incidents. Incidents are led by the Platform team’s Incident Managers. You are accountable for making sure the support team keeps customers informed and updated throughout the incident lifecycle.
• Support key customer relationships. Serve as a senior point of contact within Technical Support for key accounts during incidents or ticket escalations, recurring reviews and QBRs. Build trust through clear, honest communication and consistent follow-through.
• Run the knowledge and continuous-improvement loop. Drive the Omilia Service Desk knowledge base flow. Ensure recurring issues are converted into KB articles, reduce repeat tickets and feed the agentic service desk roadmap with real ticket signal.
• Uphold compliance and security. Make sure the team handles customer data in line with PCI-DSS, SOC 2, ISO 27001, HIPAA and GDPR. Reinforce least-privilege access, careful logging practices and incident reporting discipline.
• Stay hands-on and be the team’s technical anchor. Maintain an in-depth understanding of OCP components - and how they interact under the hood. Be the go-to expert and mentor: answer the team’s toughest technical questions and level up their debugging skills through collaborative pairing sessions, alongside the Technical Lead.
• Drive deep troubleshooting and an exploratory mindset. Be integral part of application issue replication - build the app, hunt for triggers, isolate root causes; don’t just take a user’s word for it. Partner with engineers on high-complexity tickets, dive into logs and review proposed fixes for technical soundness and completeness. When documentation falls short, take an exploratory “what if” approach: probe how the platform behaves under stress or non-standard configurations to anticipate future edge cases.
• Drive tooling and process improvement. Improve JSM workflows, automation and integrations between the service desk and OCP observability. Contribute to the Agentic Service desk rollout.

Requirements

What We’re Looking For

• 5+ years in technical support, with at least 2 years managing a support team of engineers.
• Track record managing an enterprise support queue against SLAs in a high-severity, customer-facing environment.
• Hands-on technical fluency in at least one of: conversational AI, IVR, NLP/ASR, contact-center platforms, cloud infrastructure or voice biometrics. Comfort reading logs, reproducing issues and reasoning about distributed systems.
• Strong people-management instincts: setting feasible goals, mentoring, giving direct feedback, building trust, managing through ambiguity.
• Excellent written and spoken English; able to communicate clearly with global customers and engineering teams.
• Based in the AMER region, fully remote. Willing to either (a) commit to a daily four-hour overlap with our Athens team during the active shadowing phase of onboarding, or (b) accept the optional two-month relocation to Athens — whichever fits you best (see What We Offer for details).

Nice to Have

• Experience with Atlassian Jira Service Management and building automation in JSM.
• Experience working in a regulated environment (banking, healthcare, payments) and a working understanding of why compliance controls exist.
• Familiarity with Omilia Cloud Platform or comparable conversational AI platforms.
• Exposure to follow-the-sun support models and managing across timezones.
• Spanish in addition to English.
  

What We Offer

In the short term - Onboarding

• First 30 days: Focusing on direct collaboration and real exposure, not just self-paced material, the first phase of our onboarding is achieved by a balanced plan combining:
• Structured OCP courses and exercises designed by our Academy team
• Asynchronous shadowing of our internal communication channels (Slack, ticket queues, knowledge base), and 
• Working alongside the current AMER support team on real tickets to build hands-on experience from day one.
• After day 30: Two paths, whichever fits you best (mutually exclusive):
• Remote shadowing: active shadowing of our Athens team during a daily 14:00 – 18:00 EET/EEST (Athens time) overlap, lasting for two months to fully ramp on the technical detail. The rest of your day stays aligned to your local AMER working hours for management, customer work and other responsibilities.
• Athens relocation (optional, two months): spend two months on-site in Athens for accelerated, in-person shadowing and onboarding. After the two months, you return to your home base in AMER.

In the long term

• A senior leadership role on a fast-moving product that real enterprise customers depend on every day.
• Direct ownership of a team and clear room to shape how technical support operates in our AMER.
• A culture that rewards real results, honest communication, curiosity and tackling tough challenges.

Benefits

• Fixed compensation;
• Long-term employment with the working days vacation;
• Development in professional growth (courses, training, etc);
• Being part of successful cutting-edge technology products that are making a global impact in the service industry;
• Proficient and fun-to-work-with colleagues;
• Apple gear.

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.