American Innovations · 7 hours ago
Technical Support Manager
Austin, TX
Full-time
Onsite
Mid, Senior Level
4+ years expAmerican Innovations builds compliance technology for oil and gas teams, and they are seeking a Technical Support Manager to lead their support operations. This role involves managing support performance, utilizing AI tools for operational improvements, and ensuring high-quality customer service through effective team leadership and process management.
Artificial Intelligence (AI)EnergyProperty & Casualty InsuranceInformation TechnologyOil and GasRisk Management
No H1B
Responsibilities
Own overall support performance outcomes, including SLA attainment, CSAT trends, backlog health, and ticket quality
Use AI tools to identify patterns in support requests, surface root causes, and pinpoint operational deficiencies
Set clear expectations and success metrics for the team and the broader organization
Hold frontline TSR Leads accountable for execution, quality, reliability, and day-to-day results
Identify systemic risks early and intervene through process changes, staffing adjustments, or leadership support
Ensure consistent TSR team performance across key measures (CSAT, first response time, ticket accuracy)
Serve as the primary escalation point and Incident Manager for major customer-impacting events and outages
Ensure incidents follow a structured response process with clear ownership, customer communication, internal coordination, and follow-through
Own and mature support processes, standards, and operating rhythms to improve predictability and execution
Ensure Zendesk workflows, ticket QA programs, and reporting are operating as designed and meeting team needs
Identify and address inefficiencies, failure points, and repeat drivers at both the systems level and individual performance level
Partner with the Director of Customer Success on tooling direction while owning day-to-day operational effectiveness
Drive continuous improvement initiatives that reduce friction, rework, and manual effort across the support experience
Own the standards and effectiveness of the Knowledge Base, ensuring it is current, accurate, and usable
Prioritize KB work based on impact (ticket deflection, faster resolution, fewer repeat issues), not convenience
Directly manage the TSR team, including 1:1s, coaching conversations, reflections, and performance check-ins
Coach leaders and agents on prioritization, feedback, accountability, and consistent execution
Own hiring, onboarding, development, and retention strategy for the support organization
Identify and develop future leaders and maintain healthy bench strength
Address underperformance consistently and decisively, using clear expectations and documented follow-through
Reinforce alignment to company values and customer-centric behaviors across the team
Own staffing models, capacity planning, and workload forecasting to ensure stable queue performance
Anticipate volume trends, seasonality, and risk periods and plan accordingly
Ensure staffing strategies align with demand and SLA commitments
Recommend proactive adjustments to staffing, schedules, and/or team structure as needed
Participate in customer meetings with Account Managers to address escalations, manage risk, and reinforce confidence in resolution plans
Provide clear, concise reporting on support performance and operational health to leadership
Proactively communicate trends, risks, and improvement plans before they become urgent issues
Ensure cross-functional teams have the data and context required to make effective business decisions
Represent support outcomes accurately and consistently across the organization, aligning stakeholders around facts and next steps
Qualification
Required
4+ years in a customer support or technical support environment, with experience managing day-to-day support operations
2+ years leading a customer/technical support team, including setting expectations, coaching, feedback, and accountability
1–2 years in a formal people management role (performance management, development plans, addressing underperformance)
Proven ability to own queue health, escalations, and backlog risk while consistently meeting SLA performance
2+ years of hands-on experience with Zendesk (or similar), including: Triggers, automations, views, and macros; Queue monitoring and workload balancing; Operational reporting and dashboards
Experience serving as an escalation point and incident manager for customer-impacting issues, outages, and high-severity events
Demonstrated ability to perform ticket quality reviews, identify trends, and deliver actionable coaching that improves outcomes
Ability to jump into support tickets at a managerial level when needed (escalations, prioritization, removing blockers) without acting as the primary technical SME
Strong analytical and problem-solving skills with a data-driven mindset
Clear, professional written and verbal communication, including customer-facing communication during sensitive situations
Ability to operate independently and balance hands-on execution with systems-level improvements
Preferred
5–8 years in a customer support or technical support environment
2–4 years managing a customer/technical support team
3–5 years of hands-on Zendesk experience
2+ years leading outage/escalation/incident response workflows end-to-end
Advanced experience with Zendesk Explore (custom metrics, calculated fields, multi-dataset dashboards)
Experience designing or maturing QA frameworks or review programs
Exposure to incident response frameworks or on-call escalation models
Experience supporting SaaS and/or hardware + software environments
Familiarity with formal SLAs, KPIs, or compliance-driven support organizations
Basic SQL and/or data analysis experience to enhance operational reporting
Experience partnering with Account Management and/or Customer Success during escalations, recovery, or risk conversations
Experience improving or governing knowledge base programs at scale
Benefits
Comprehensive health coverage to keep you at your best—Medical, Dental, and Vision, plus company-paid Life and Disability insurance.
Paid parental leave—maternity and paternity leave available after one year of service.
Strong financial benefits—401(k) with up to 4% company match and immediate vesting, plus access to financial education resources.
Meaningful ways to give back—company-supported community involvement opportunities.
A culture you’ll actually enjoy—supportive, collaborative teams, plus happy hours and events that bring people together.
Real investment in your growth—professional development support, training opportunities, and regular Lunch & Learns.
Purpose-driven work—a rewarding culture built on positive business practices and a commitment to protecting the environment.
Company
American Innovations
American Innovations (AI) has delivered proven compliance solutions to oil and gas pipeline professionals from the field to the office.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ed Kruft
President and CEO
Charlie Hampton
Retired
Recent News
Canada NewsWire
2025-09-10
2025-02-16
Company data provided by crunchbase