Technical Support Manager

We are looking for a hands-on Technical Support Manager to lead our L1 support team in Cluj-Napoca. You will own the day-to-day operational performance of a shift-based team providing follow-the-sun support to ComplyAdvantage’s global customer base. This is a manager role: you will be close to the work, close to the data, and directly responsible for the quality and development of your team.

We have recently migrated from Zendesk to Pylon as our customer ticketing platform. We don’t expect you to have Pylon experience - but we do expect you to be the kind of person who picks up a new system quickly, configures it to work well, and continuously optimises it as the team’s needs evolve.

What We Are Specifically Looking For

Three qualities matter most in this hire. They are called out here because they are non-negotiable, and because we want to be transparent about what success in this role looks like from day one.

Active, direct performance management. You have managed people, not just led them. You are comfortable having difficult conversations early, setting improvement goals, and following through. The people on your team should always know where they stand - and feel supported to grow. This is not a role for someone stepping into management for the first time.

Using data and AI to drive decisions and accountability. You use data as a matter of habit - to spot trends, quantify problems, and hold others accountable. You are genuinely curious about AI tools and how they can make the team smarter and faster. You can translate support insight into commercial language: CSAT, churn risk, ARR exposure - and use it to influence Product and Engineering prioritisation, not just report it upward.

Passion for customer outcomes, not just ticket metrics. You care about whether the customer’s problem was actually solved, not whether the ticket was closed. You push for root cause fixes over workarounds. You represent the customer’s voice in product conversations, and you find it unacceptable for the same issues to keep recurring without being addressed.

What You Will Be Doing

Team Leadership & Development

Lead, coach, and develop a team of frontline L1 support analysts across shift patterns, including morning, afternoon, and overlap coverage.

Set clear performance expectations and hold regular, structured 1:1s, not just check-ins, but genuine conversations about quality of work, individual development, and progression.

Actively performance-manage underperformance: give direct, constructive feedback early, set improvement goals, and follow through. The team should know where they stand.

Create structured development paths so analysts grow in capability and can take on greater ownership over time - including preparing the most capable for future step-up opportunities.

Identify and address skills gaps proactively through coaching, training, and stretch assignments rather than waiting for issues to surface in data.

Build a culture of accountability, curiosity, and customer empathy - where the team is proud of the quality of their work and takes ownership of outcomes.

Partner with Singapore-based coverage to ensure genuine follow-the-sun continuity for our global customer base.

Operational Excellence

Manage daily ticket operations: triage, prioritisation, escalation, and resolution across the queue.

Own shift handovers and ensure nothing falls through the gap between coverage windows.

Maintain and improve team playbooks, escalation procedures, and standard operating procedures.

Ensure escalations to engineering are well-documented, clearly prioritised, and tracked to resolution.

Monitor queue health in real time and intervene early when volume, backlog, or SLA trends deteriorate.

Tooling & Systems

Own the configuration, reporting, and continuous optimisation of Pylon as the team’s primary ticketing platform.

Build and maintain dashboards that give the team - and leadership - clear visibility of performance, backlog, and trends.

Identify manual or repetitive workflows and drive automation where tools allow, including Pylon’s integration with Slack, Linear, and Jira.

Evaluate and pilot new tooling as the support stack evolves, including AI-assisted capabilities for ticket routing, deflection, and workflow guidance.

Data, AI & Continuous Improvement

Use data to drive decisions: analyse ticket trends, identify recurring issues, and surface product or process gaps to Engineering and Product.

Leverage AI tools to identify patterns in support volume, predict demand, and proactively address issues before they escalate.

Champion root cause analysis over recurring workarounds - push for systemic fixes.

Track KPIs including CSAT, first reply time, resolution time, backlog ageing, and escalation rates; report regularly to senior stakeholders.

Customer Advocacy & Cross-functional Collaboration

Act as the voice of the customer internally, representing support trends in cross-functional discussions with Product, Engineering, and Customer Success.

Hold Product accountable for recurring pain points: quantify the business impact of unresolved issues in terms of CSAT trends, churn risk, and ARR exposure - not just ticket volume. Support insight should carry commercial weight in product prioritisation discussions.

Ensure seamless escalation coordination with the Customer Success team during complex or high-priority customer situations.

Develop self-service resources - FAQs, knowledge base articles, and guided workflows - to reduce avoidable ticket volume.

Contribute to QBRs and executive updates with data-backed insight on support performance and customer health.

Incident Response

ComplyAdvantage has a formal, well-established incident response plan for major service disruptions. Customer-facing communications during incidents are owned separately. The Manager’s responsibility in this area is process adherence and measurement, not incident command.

Ensure the support team follows established incident response procedures consistently and without delay when disruptions occur.

Act as the support-side point of contact during incidents, coordinating with the responsible individual for customer communications and with Engineering for resolution updates.

Maintain clear visibility of incident-related ticket volume, SLA impact, and team response times throughout.

Contribute to post-incident reviews from the support perspective; ensure any process gaps or team training needs identified are addressed.

Use incident data to monitor recurring disruption patterns and surface systemic risks to Product and Engineering.