📍 Job Overview

Job Title: Technical Support & Implementation Manager
Company: Mural
Location: Remote (Global)
Job Type: Full-Time
Category: Technical Management, Customer Support, SaaS
Date Posted: 2025-08-08
Experience Level: 5-10 years
Remote Status: Remote OK

🚀 Role Summary

Lead and mentor a global team of Technical Support Specialists, driving exceptional customer experiences and product adoption.
Oversee technical customer support and implementation projects, ensuring timely and successful delivery based on customer requirements.
Collaborate cross-functionally to influence the product roadmap, improve workflows, and enhance the customer experience.
Manage customer escalations and serve as a point of contact for complex technical issues.

📝 Enhancement Note: This role requires a strong background in technical support and implementation within a B2B SaaS environment, with a proven track record of leading and developing technical specialists. The ideal candidate will have excellent communication skills and a customer-centric mindset, with the ability to drive continuous improvement and advocate for customer needs.

💻 Primary Responsibilities

Team Leadership & Mentorship: Lead, mentor, and empower a team of Technical Support Specialists, fostering their professional growth and development. Create and maintain necessary technical documentation and knowledge base articles.
Project Management: Oversee technical customer support and implementation projects, ensuring timely and successful delivery based on customer requirements. This includes product set-up, SSO/SCIM configuration, IP allowlisting, data residency migrations, and configuring new domains.
Cross-Functional Collaboration: Collaborate with Product Management to provide customer insights, contribute to tooling development for improved efficiency, and influence the product roadmap. Work closely with Engineering and Customer Success teams to drive customer-focused outcomes.
Customer Advocacy & Escalation Management: Manage and resolve customer escalations, serving as a point of contact for complex technical issues and ensuring customer satisfaction.
Workflow Optimization: Drive continuous improvement of technical support and implementation workflows, identifying and implementing innovative solutions to enhance the customer experience.

📝 Enhancement Note: This role requires strong analytical and problem-solving skills, with a passion for identifying root causes and implementing effective solutions. The ideal candidate will have experience working cross-functionally and using AI tools to enhance workflows, efficiency, or decision-making.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of formal education.

Experience: 5+ years of experience in technical implementation or technical support within a B2B SaaS environment, with at least 2 years of experience managing a customer-facing technical team.

Required Skills:

Proven ability to create and implement technical workflows and processes to improve team efficiency and customer satisfaction.
Excellent communication and interpersonal skills, with the ability to convey technical information clearly and concisely to both technical and non-technical audiences.
Strong analytical and problem-solving skills, with a passion for identifying root causes and implementing effective solutions.
A customer-centric mindset with a focus on advocacy and a passion for helping customers achieve their goals.
Experience working cross-functionally with Product Management, Engineering, and Customer Success teams to drive customer-focused outcomes.
Comfort using AI tools to enhance workflows, efficiency, or decision-making.

Preferred Skills:

Experience with enterprise-grade software and enterprise-level customer support.
Familiarity with Mural or similar visual collaboration tools.
Knowledge of multiple programming languages and web technologies.
Experience with customer support ticketing systems and CRM platforms.

📝 Enhancement Note: Candidates with experience in Agile methodologies, project management, and customer success strategies will have a competitive advantage. Familiarity with customer support metrics, such as CSAT, NPS, and ticket volume, will also be beneficial.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio demonstrating your ability to lead and mentor technical teams, with examples of improved workflows, enhanced customer satisfaction, and successful project delivery.
Case studies or success stories showcasing your ability to manage complex technical issues and drive customer-focused outcomes.
Examples of technical documentation and knowledge base articles created to improve team efficiency and customer satisfaction.

Technical Documentation:

Detailed process documents outlining technical support and implementation workflows, including troubleshooting guides, escalation paths, and best practices.
Customer-facing documentation, such as user guides, FAQs, and video tutorials, demonstrating your ability to communicate complex technical information clearly and concisely.
Internal documentation, such as team meeting notes, project updates, and performance metrics, showcasing your ability to collaborate effectively with cross-functional teams.

📝 Enhancement Note: Candidates should be prepared to discuss their portfolio in the context of Mural's products and services, demonstrating their understanding of the company's mission and values.

💵 Compensation & Benefits

Salary Range: $120,000 - $160,000 USD per year (based on experience and location)

Benefits:

Competitive health, dental, and vision insurance plans.
401(k) retirement plan with company match.
Generous time off, including vacation, sick leave, and company holidays.
Flexible work arrangements, with remote work options available.
Employee stock options and equity compensation.
Professional development opportunities, including training, workshops, and conference attendance.

Working Hours: Full-time, with a standard workweek of 40 hours. Flexible scheduling may be available to accommodate different time zones and work-life balance needs.

📝 Enhancement Note: Salary range is based on market research for technical management roles in the B2B SaaS industry, with adjustments for experience level and location. Benefits may vary depending on the candidate's location and employment status.

🎯 Team & Company Context

🏢 Company Culture

Industry: Mural is a leading global provider of visual collaboration tools for distributed teams, with a focus on enhancing creativity, productivity, and communication in the digital workplace.

Company Size: Mural is a mid-sized company with a growing team of over 200 employees, providing ample opportunities for professional growth and development.

Founded: Mural was founded in 2011, with a mission to transform the way distributed teams collaborate and innovate.

Team Structure:

The Technical Customer Support Team is a dynamic and collaborative group focused on providing exceptional technical assistance and seamless onboarding and implementation experiences to Mural's customers.
The team works closely with Product Management, Engineering, and Customer Success to drive customer satisfaction, product adoption, and continuous improvement.
The ideal candidate for this role will be a strong communicator and collaborator, with a customer-centric mindset and a passion for driving technical excellence.

Development Methodology:

Mural follows Agile methodologies, with a focus on iterative development, continuous improvement, and customer-centric design.
The Technical Customer Support Team uses a ticketing system to track customer issues and requests, with a focus on timely resolution and proactive communication.
The team works closely with Engineering to identify and address technical issues, with a focus on root cause analysis and preventative measures.

Company Website: Mural

📝 Enhancement Note: Mural's company culture is built on a foundation of creativity, collaboration, and customer focus. The ideal candidate for this role will be a strong communicator and collaborator, with a customer-centric mindset and a passion for driving technical excellence.

📈 Career & Growth Analysis

Technical Support & Implementation Manager: This role is responsible for leading and mentoring a team of Technical Support Specialists, driving exceptional customer experiences and product adoption. The ideal candidate will have a strong background in technical support and implementation within a B2B SaaS environment, with a proven track record of leading and developing technical specialists.

Reporting Structure: This role reports directly to the Director of Customer Success, with a dotted-line reporting relationship to the VP of Engineering. The Technical Support & Implementation Manager will work closely with Product Management, Engineering, and Customer Success to drive customer satisfaction, product adoption, and continuous improvement.

Technical Impact: This role has a significant impact on Mural's customers, with responsibility for driving exceptional technical support and implementation experiences. The Technical Support & Implementation Manager will work closely with Engineering to identify and address technical issues, with a focus on root cause analysis and preventative measures.

Growth Opportunities:

Technical Leadership: This role provides opportunities for technical leadership and mentorship, with the potential to influence the product roadmap and drive technical excellence across the organization.
Cross-Functional Collaboration: This role offers opportunities for cross-functional collaboration with Product Management, Engineering, and Customer Success, with the potential to drive customer-focused outcomes and enhance the customer experience.
Career Progression: This role provides a clear path for career progression, with the potential to move into senior management or technical leadership positions within the organization.

📝 Enhancement Note: This role offers significant opportunities for professional growth and development, with a focus on technical leadership, cross-functional collaboration, and customer advocacy. The ideal candidate will be a strong communicator and collaborator, with a customer-centric mindset and a passion for driving technical excellence.

🌐 Work Environment

Office Type: Mural has offices in San Francisco, CA, and Buenos Aires, Argentina, with a remote-friendly work environment that supports distributed teams and flexible scheduling.

Office Location(s): Mural's offices are located in San Francisco, CA, and Buenos Aires, Argentina. However, this role can be performed remotely from any location with a reliable internet connection.

Workspace Context:

Collaborative Workspace: Mural's offices are designed to foster collaboration and creativity, with open-plan workspaces, meeting rooms, and breakout areas.
Remote Workstation: For remote workers, Mural provides a stipend to set up a comfortable and productive home office, with multiple monitors, ergonomic furniture, and high-speed internet access.
Cross-Functional Interaction: Mural's teams are organized around customer segments and product areas, with a focus on cross-functional collaboration and customer-centric design.

Work Schedule: Mural offers flexible scheduling options to accommodate different time zones and work-life balance needs. The standard workweek is 40 hours, with core hours of 9 am to 5 pm in the employee's local time zone.

📝 Enhancement Note: Mural's work environment is designed to support collaboration, creativity, and flexibility, with a focus on enhancing the employee experience and driving customer satisfaction.

📄 Application & Technical Interview Process

Interview Process:

Screening Call (30 minutes): A brief conversation with the hiring manager to assess your qualifications and fit for the role.
Technical Deep Dive (60 minutes): A detailed discussion of your technical background, experience, and approach to customer support and implementation. Be prepared to discuss your portfolio and provide examples of your work.
Case Study & Problem-Solving Exercise (60 minutes): A hands-on exercise designed to assess your ability to manage complex technical issues and drive customer-focused outcomes. You will be asked to analyze a customer scenario, identify the root cause of the issue, and propose a solution.
Final Interview & Offer (60 minutes): A conversation with the hiring manager and other key stakeholders to discuss your fit for the role, answer any remaining questions, and extend an offer of employment.

Portfolio Review Tips:

Highlight your ability to lead and mentor technical teams, with examples of improved workflows, enhanced customer satisfaction, and successful project delivery.
Showcase your ability to manage complex technical issues and drive customer-focused outcomes, with case studies or success stories that demonstrate your problem-solving skills and customer advocacy.
Include examples of technical documentation and knowledge base articles that demonstrate your ability to communicate complex technical information clearly and concisely.

Technical Challenge Preparation:

Brush up on your technical knowledge, with a focus on enterprise-grade software, enterprise-level customer support, and customer support metrics.
Familiarize yourself with Mural's products and services, with a focus on understanding the company's mission and values.
Prepare for a hands-on case study and problem-solving exercise, with a focus on analyzing customer scenarios, identifying root causes, and proposing solutions.

ATS Keywords: See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms.

📝 Enhancement Note: Mural's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit. The ideal candidate will be a strong communicator and collaborator, with a customer-centric mindset and a passion for driving technical excellence.

🛠 Technology Stack & Web Infrastructure

Customer Support & Implementation Tools:

Ticketing System: Mural uses a ticketing system to track customer issues and requests, with a focus on timely resolution and proactive communication. Familiarity with Zendesk, Jira Service Management, or similar tools is preferred.
CRM Platform: Mural uses a CRM platform to manage customer relationships and track customer interactions. Familiarity with Salesforce, HubSpot, or similar tools is preferred.
AI Tools: Mural uses AI tools to enhance workflows, efficiency, or decision-making. Familiarity with AI tools such as Chatbots, Natural Language Processing, or Machine Learning is preferred.

Collaboration & Productivity Tools:

Visual Collaboration: Mural uses its own visual collaboration tools to facilitate communication, creativity, and productivity in distributed teams.
Project Management: Mural uses project management tools such as Asana, Trello, or Jira to track progress, manage tasks, and collaborate with cross-functional teams.
Communication: Mural uses communication tools such as Slack, Microsoft Teams, or Google Workspace to facilitate real-time collaboration and communication.

📝 Enhancement Note: Familiarity with Mural's products and services, as well as relevant customer support and implementation tools, is preferred. However, Mural is willing to provide training and support to the right candidate.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Mural's customer support team is focused on understanding customer needs, exceeding expectations, and driving customer satisfaction.
Proactive: Mural's customer support team takes a proactive approach to customer support, with a focus on anticipating customer needs, identifying trends, and driving continuous improvement.
Collaborative: Mural's customer support team works closely with cross-functional teams to drive customer-focused outcomes, with a focus on collaboration, communication, and customer advocacy.
Adaptable: Mural's customer support team is adaptable and responsive to customer needs, with a focus on flexibility, agility, and continuous learning.

Collaboration Style:

Cross-Functional Integration: Mural's teams are organized around customer segments and product areas, with a focus on cross-functional collaboration and customer-centric design.
Code Review Culture: Mural's engineering team follows a code review culture, with a focus on quality, collaboration, and continuous improvement.
Knowledge Sharing: Mural fosters a culture of knowledge sharing, with a focus on mentoring, coaching, and continuous learning.

📝 Enhancement Note: Mural's customer support team is focused on understanding customer needs, exceeding expectations, and driving customer satisfaction. The ideal candidate will be a strong communicator and collaborator, with a customer-centric mindset and a passion for driving technical excellence.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Mural's customers often face complex technical challenges, with a need for in-depth troubleshooting, root cause analysis, and innovative solutions.
Scalability & Performance: Mural's products and services must be scalable and performant, with a focus on supporting large-scale deployments, high-availability, and disaster recovery.
Customer Education: Mural's customers often require guidance and training on best practices, with a need for clear, concise, and actionable communication.

Learning & Development Opportunities:

Technical Skills Development: Mural offers opportunities for technical skills development, with a focus on emerging technologies, industry trends, and continuous learning.
Leadership Development: Mural offers opportunities for leadership development, with a focus on mentoring, coaching, and team management.
Customer Success Strategies: Mural offers opportunities for customer success strategies, with a focus on customer advocacy, customer-centric design, and customer-focused outcomes.

📝 Enhancement Note: Mural's technical challenges and growth opportunities are focused on driving exceptional customer experiences, technical excellence, and continuous improvement. The ideal candidate will be a strong communicator and collaborator, with a customer-centric mindset and a passion for driving technical excellence.

💡 Interview Preparation

Technical Questions:

Customer Support & Implementation: Be prepared to discuss your experience with technical support and implementation, with a focus on customer-centric design, proactive communication, and continuous improvement.
Problem-Solving: Be prepared to discuss your problem-solving skills, with a focus on root cause analysis, innovative solutions, and customer advocacy.
Customer Education: Be prepared to discuss your experience with customer education, with a focus on best practices, clear communication, and actionable guidance.

Company & Culture Questions:

Customer-Centric Mindset: Be prepared to discuss your customer-centric mindset, with a focus on understanding customer needs, exceeding expectations, and driving customer satisfaction.
Collaboration & Communication: Be prepared to discuss your collaboration and communication skills, with a focus on cross-functional teamwork, customer advocacy, and proactive communication.
Adaptability & Continuous Learning: Be prepared to discuss your adaptability and continuous learning, with a focus on flexibility, agility, and responsiveness to customer needs.

Portfolio Presentation Strategy:

Customer-Centric Focus: Highlight your ability to understand customer needs, exceed expectations, and drive customer satisfaction, with a focus on customer-centric design, proactive communication, and continuous improvement.
Problem-Solving & Innovation: Showcase your problem-solving skills, with a focus on root cause analysis, innovative solutions, and customer advocacy, with examples of your work that demonstrate your ability to drive technical excellence.
Customer Education & Communication: Include examples of your work that demonstrate your ability to communicate complex technical information clearly and concisely, with a focus on best practices, clear communication, and actionable guidance.

📝 Enhancement Note: Mural's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit. The ideal candidate will be a strong communicator and collaborator, with a customer-centric mindset and a passion for driving technical excellence.

📌 Application Steps

To apply for this Technical Support & Implementation Manager position:

Submit Your Application: Click on the "Apply Now" button on the job listing to submit your resume, cover letter, and any other relevant documents.
Prepare Your Portfolio: Tailor your portfolio to highlight your ability to lead and mentor technical teams, with examples of improved workflows, enhanced customer satisfaction, and successful project delivery. Include case studies or success stories that demonstrate your problem-solving skills and customer advocacy.
Optimize Your Resume: Use the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms. Tailor your resume to highlight your relevant skills and experience for this role.
Research Mural: Familiarize yourself with Mural's products and services, with a focus on understanding the company's mission, values, and customer-centric design. Prepare for a hands-on case study and problem-solving exercise, with a focus on analyzing customer scenarios, identifying root causes, and proposing solutions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support & Implementation Manager