Technical Support Manager​/ago

Join us in reshaping the $26 billion branded merchandise industry. commonsku is revolutionizing promotional products through our platform, which empowers distributors with a Connected Workflow for seamless project management, quoting, ordering, and collaboration with clients and suppliers.

We are a remote-first, community-driven team focused on elevating our customers and the industry. Our core values—
Community First
, Ten Steps Ahead
, Fast Forward
, and Delightful Work
—guide our commitment to innovation, collaboration, and work-life balance.

We are seeking a Technical Support Manager to lead and elevate the technical support function at commonsku.

This player-coach role involves managing the L3 support function, including technical support engineers and specialists, while actively engaging in complex technical troubleshooting. You will oversee the systems, processes, and personnel crucial for maintaining a smooth customer experience, focusing on timely resolutions, improving SLAs, and enhancing collaboration between Support, Engineering, and Product teams.

The ideal candidate balances hands‑on technical expertise with strategic leadership, driving team growth, operational excellence, documentation refinement, and company‑wide communication improvements. This is a critical opportunity for building strong teams and solving challenging problems.

We are looking for a builder, not just a problem solver, who embodies our core values:

• A community mindset (Community First): Leading with empathy, collaboration, and accountability, prioritizing customers and the team.
• Momentum and ownership (Fast Forward): Acting quickly and decisively, balancing hands‑on troubleshooting with strategic process improvement.
• Vision and boldness (Ten Steps Ahead): Thinking proactively to identify opportunities for smarter processes and stronger systems.
• Joy in the craft (Delightful Work): Finding satisfaction in resolving issues, optimizing processes, and fostering a thriving team environment.

• Lead, coach, and develop a team of Support Engineers and Specialists through clear expectations, continuous feedback, and thoughtful growth plans.
• Manage the L3 support function and provide direct support for technical escalations and tickets.
• Balance leadership responsibilities with technical execution, serving as both manager and technical contributor as required.
• Own and enhance Service Level Agreements (SLAs), escalation paths, and support processes to guarantee fast, consistent, and high‑quality issue resolution.
• Serve as the primary contact for technical escalations, handling triage, debugging, and ensuring prompt customer communication.
• Collaborate cross‑functionally with Engineering, Product, and Customer Success teams to address root causes, not just symptoms.
• Refine internal and external documentation and knowledge bases, ensuring access to clear, helpful resources.
• Implement quality assurance and feedback programs to monitor ticket handling consistency and identify improvement opportunities.
• Utilize AI and automation technologies to streamline support workflows and improve the customer experience.
• Analyze and report on performance trends, identifying opportunities for process improvement, cost efficiency, and increased customer satisfaction.

Required qualifications and skills for success in this role:

• 2+ years of experience managing a technical or customer support team within a SaaS environment.
• 7+ years of experience in software development or technical troubleshooting, preferably within SaaS or B2B platforms.
• Proven ability to lead and coach technical and customer‑facing roles with empathy and accountability.
• Experience implementing support operations, including Quality Assurance (QA) programs, documentation standards, and escalation workflows.
• Strong debugging and root‑cause analysis skills for production‑level issues.
• Excellent cross‑functional communication skills, capable of explaining complex technical topics to both engineers and non‑technical stakeholders.
• Detail‑oriented approach with the ability to manage multiple priorities effectively.
• A great sense of…