Principal Technical Customer Support Manager

As the Principal Technical Customer Support Manager at Proof, you will serve as a senior technical point for critical customer issues. You will diagnose, troubleshoot, and resolve technical problems related to our platform, collaborating closely with engineering, product, and customer success teams to address system-wide challenges. The position will also develop and implement best practices for incident management and resolution, while also analyzing support trends to proactively identify areas for improvement. You will be mentoring and guiding support teams to enhance technical knowledge and customer interactions and driving initiatives to improve platform stability, performance, and customer experience. The position requires 10+ years of experience in technical customer support, preferably in SaaS or transactional software environments, and expertise in troubleshooting complex software systems, APIs, and integrations. Strong knowledge of cloud-based platforms, networking, and database technologies, including experience managing high-priority escalations and working with enterprise clients is important. Strong leadership and mentoring abilities, along with exceptional communication skills are crucial for the role.