Technical Support Manager

Location: Fully Remote
Employment Type: Full-Time
Industry: B2B SaaS | Reg Tech | Customer Support

Waters Edge Solutions is partnering with a fast-growing Reg Tech SaaS company to recruit an experienced Technical Support Manager to lead global customer support operations. This is a senior-level, hands-on opportunity to drive service excellence, team performance, and customer satisfaction across a multicultural, fully remote support team.

Reporting to the CTO, you’ll manage end-to-end support operations, lead a global team, and ensure delivery of best-in-class service to enterprise clients. You ll oversee escalations, performance metrics, and the continuous optimisation of support processes. This role blends strategic leadership with technical acumen, offering the opportunity to shape a scalable, high-performing support environment.

• Manage daily global support operations and monitor SLA, FCR, CSAT, and audit metrics
• Recruit, coach, and lead a multicultural team of customer support specialists
• Oversee escalated issues and act as the senior escalation point for high-value customers
• Maintain and improve internal documentation, SOPs, and operational playbooks
• Ensure global shift coverage, especially across Arabic and English-speaking regions
• Work cross-functionally with product, engineering, and sales teams to relay customer insights
• Drive automation, self-service tools, and innovation within the support function
• Analyse feedback and support metrics to inform strategy and improve outcomes

• Bachelor’s or Master’s in Computer Science, Engineering, or related field
• 7+ years of experience in customer support, with 2+ years in a management role
• Deep understanding of SaaS support operations, performance tracking, and QA
• Experience with support ticketing platforms (Freshdesk, Zendesk, Hub Spot)
• Strong communication skills in English and Arabic (both written and verbal)
• Proven ability to manage escalations, handle high-value clients, and lead teams globally
• Technical proficiency in API/SDK troubleshooting and documentation management
• Data-driven mindset with experience interpreting support analytics

• Experience supporting clients in regulated industries (e.g., fintech, crypto, mobility)
• Familiarity with product support documentation, integration guides, and Dev Ops collaboration
• Previous exposure to global SaaS scaling environments

• Fully remote, flexible work environment
• High-impact leadership role with cross-functional collaboration
• Competitive salary and global team engagement
• Opportunity to shape a best-in-class support function in a fast-growth SaaS company

Waters Edge Solutions works with clients pushing boundaries in tech and compliance. You’ll join a mission-driven team dedicated to innovation, global collaboration, and customer success. If you thrive in fast-paced environments where your leadership makes a measurable impact, this is your platform to grow.

If you have not been contacted within 10 working days, please consider your application unsuccessful.