Panorama Education · 23 hours ago
Manager, Technical Support
United States
Full-time
Remote
Mid, Senior Level
$102K/yr - $150K/yr
3+ years expPanorama Education is seeking a Manager of Technical Support who will own and continuously evolve the systems, workflows, and performance of the Technical Support team. This hands-on leadership role involves coaching team members, improving support operations, and maintaining deep technical knowledge of the platform.
EducationSaaSBig DataAnalytics
Responsibilities
Lead and manage a team of Technical Support Representatives and Engineers with clear expectations for performance, quality, and growth
Own onboarding, training, and ongoing enablement to ensure team members ramp quickly and perform consistently
Establish and maintain clear performance standards and success metrics at both the individual and team levels
Regularly review performance data, identify trends, and take proactive action to address risks and opportunities
Conduct effective performance management, including coaching, corrective action, and recognition of high performance
Own the end-to-end support workflows, including intake, triage, escalation, resolution, and follow-up
Define, document, and continuously improve processes as products, tooling, and delivery models evolve
Identify operational inefficiencies and lead initiatives to improve speed, quality, and consistency of support
Ensure standard operating procedures are adopted, maintained, and consistently followed
Use data and qualitative insights to drive improvements in productivity, customer satisfaction, and key business KPIs
Develop and maintain deep expertise in Panorama's platform, products, and common technical issues
Act as a technical escalation point for complex or high-impact issues
Lead by example by jumping into the support queue when needed, especially during peak periods or escalations
Partner with Product and Engineering to surface systemic technical issues and advocate for durable solutions that reduce future support burden
Qualification
Required
3+ years of people leadership experience within Technical Support or a similar operational environment
Demonstrated success owning processes and driving operational improvement
Strong experience using data to diagnose issues, set priorities, and measure impact
Proven ability to manage performance directly, including navigating difficult feedback and accountability conversations
Experience leading teams through change, including new workflows, tools, or operating models
Track record of building scalable systems that support high-performing teams
Ability to learn complex products quickly and use technical knowledge to support and coach others
High proficiency in tools such as Google Workspace, Microsoft Office, Salesforce, Jira, and support platforms (e.g., HelpScout, Zendesk)
Ability to travel occasionally within the US and Mexico
Benefits
401K with an employer match
Health, dental, vision, life insurance, and short-term and long-term disability coverage.
Flexible spending account for health care and dependent care
Wellness Reimbursement
Work from Home Reimbursement
Flexible vacation policy
Parental leave program
Company Issued Laptop†
Company
Panorama Education
Panorama Education brings the power of data to education through a SaaS platform used by hundreds of school districts across the US.
201-500 employees
H1B Sponsorship
Panorama Education has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
$92.67MKey Investors
General AtlanticEmerson CollectiveOwl Ventures,Spark Capital
2021-09-02Series C· $60M
2019-07-10Series Unknown· $0.55M
2017-11-07Series B· $16M
Leadership Team
Aaron Feuer
Co-Founder & CEO
Catherine Chang
CFO
Recent News
Uncorkcapital.com
2026-02-05
EIN Presswire
2025-11-25
2025-11-05
Company data provided by crunchbase