Manager, Technical Support

The Technical Support Manager leads a team of Support Engineers responsible for resolving customer issues, ensuring platform stability, and driving continuous improvement across Accela’s support operations. This role combines operational leadership, technical expertise, and coaching to maintain exceptional service levels and customer satisfaction. The ideal candidate is both a hands-on leader and a systems thinker — capable of balancing short-term priorities with long-term team development and process optimization. The manager will work cross-functionally with Product, Engineering, Cloud Operations, and Customer Success to drive timely defect resolution, scalable processes, and feedback loops that improve the customer and product experience. Responsibilities include leading and mentoring a team of Support Engineers, managing day-to-day support operations, partnering with Engineering and Product teams to resolve complex defects, and tracking performance metrics.