SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.
Job Title: Manager, Technical Support What We Are Looking For
We are seeking an early‐career professional with a strong foundation in technology and a passion for delivering exceptional customer support. As a Technical Support Manager, you bring energy, curiosity, and a proactive approach to identifying and resolving complex technical issues.
You demonstrate a solid understanding of computer networking principles, coupled with strong analytical and problem‐solving skills, and the ability to perform effectively in a fast‐paced environment. You are motivated to continuously learn, adapt, and grow, while maintaining a high standard of customer experience.
This role offers significant opportunities for professional development and the chance to build a long‐term career with SOTI.
What's in it for you?
The People – From our humble origins in our founder's basement to our industry‐leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun.
The Growth – Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast‐paced environment with a global reach that encourages you to make your mark and be part of something big.
The Technology – You'll get the chance to work with leading‐edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI's partners which include leading tech giants that will keep you on the cusp of emerging technologies.
What You Will Do
- Lead and manage a team of Team Leads and Technical Support Engineers across L1 to L3 support
- Conduct regular one‐on‐one meetings to drive performance, engagement, and career development
- Ensure adherence to SLAs, response times, and overall service quality standards
- Monitor support queues, escalations, and resolution effectiveness to maintain operational excellence
- Prepare and present monthly performance reports, including key metrics, insights, and improvement plans
- Coach and develop team members to enhance technical capability, productivity, and career progression
- Ensure teams are equipped with the right tools, resources, and knowledge for efficient operations
- Collaborate with cross‐functional teams such as Product, Engineering, and Customer Success to improve processes and customer outcomes
- Drive continuous improvement by identifying gaps, optimizing workflows, and updating documentation
- Support workforce planning, capacity management, and shift alignment to meet business demands
- Act as an escalation point for critical issues and ensure timely resolution
- Demonstrate flexibility to accommodate early or late calls and meetings based on business and regional requirements
Experience You Will Bring
- Degree or Diploma in Computer Networking, Information Technology, Computer Science, or a related technical field
- 8+ years of experience in technical support, including at least 3+ years in a leadership or management role
Manager, Technical Support – ANZ employer: soti
SOTI is an exceptional employer that prioritises personal growth and innovation within a vibrant work culture. As a Manager of Technical Support, you'll lead a dynamic team while working with cutting-edge technologies, all in a supportive environment that values collaboration and continuous improvement. With a commitment to employee development and a focus on making a meaningful impact, SOTI offers a unique opportunity to thrive in your career while contributing to the future of mobile and IoT management solutions.
