Technical Support Manager

📍 Job Overview

• Job Title: Technical Support Manager
• Company: HR Hints
• Location: Singapore
• Job Type: Full-Time
• Category: Management
• Date Posted: June 23, 2025
• Experience Level: Mid-Senior level
• Remote Status: On-site (Singapore)

🚀 Role Summary

Voltage Park, an enterprise AI factory offering scalable GPU compute power, is seeking a Technical Support Manager to lead its US-based team and ensure world-class support for customers building on their infrastructure. This role involves managing and mentoring a team of Technical Support Analysts, driving operational excellence, and collaborating cross-functionally to resolve issues and improve customer experience.

📝 Enhancement Note: This role requires a hands-on leader with a passion for customer success, strong operational management skills, and a deep understanding of technical support operations.

💻 Primary Responsibilities

• Team Management: Manage and support a team of 3-5 Technical Support Analysts across multiple time zones, providing regular coaching, feedback, and performance reviews.
• Operational Excellence: Oversee daily support operations, ensure timely and high-quality customer responses, and monitor support queues and key performance metrics.
• Process Improvement: Build and optimize internal support processes, playbooks, and escalation paths to ensure efficient issue resolution.
• Cross-Functional Collaboration: Work with Product, Engineering, and Customer Success teams to advocate for customer needs, drive issue resolution, and improve the customer support experience.
• Customer Advocacy: Analyze customer feedback and incident trends to guide support and product priorities, and contribute to customer-facing documentation and internal knowledge bases.
• Strategic Planning: Represent the support function in cross-departmental planning and strategic discussions, and lead or participate in projects that span support, product, engineering, and operations.

📝 Enhancement Note: This role requires a strong focus on customer success, operational efficiency, and cross-functional collaboration to ensure high-quality support and continuous improvement.

🎓 Skills & Qualifications

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

Experience: 3+ years in a B2B technical customer support or success role, with 1-2 years of people management experience in a startup environment.

Required Skills:

• Proven ability to coach and manage distributed support teams
• Excellent organizational and project management skills
• Strong written and verbal communication skills, with a keen eye for detail
• Demonstrated experience building and optimizing support workflows and metrics
• Empathy, patience, and a customer-first mindset
• Background in Linux system administration and command line operations

Preferred Skills:

• Experience working in AI/ML, cloud infrastructure, or data center environments
• Familiarity with SRE practices or incident management workflows
• Experience with support tooling, documentation systems, and task trackers (e.g., Jira)

📝 Enhancement Note: Candidates should have a strong background in technical support, people management, and process improvement, with a proven track record of driving operational excellence and customer success.

📊 Web Portfolio & Project Requirements (N/A)

📝 Enhancement Note: This role does not require a web portfolio or project requirements, as it is focused on management and operational responsibilities rather than technical development.

💵 Compensation & Benefits

Salary Range: SGD 8,000 - 12,000 per month (Estimated based on market research for mid-senior level management roles in Singapore's tech industry)

Benefits:

• Competitive salary and benefits package
• Opportunity to work in a fast-paced, innovative startup environment
• Potential for career growth and development within the organization

Working Hours: Full-time, with potential for on-call rotations and shift work to ensure 24/7 customer support coverage.

📝 Enhancement Note: The salary range is estimated based on market research for mid-senior level management roles in Singapore's tech industry. Benefits and working hours are based on the information provided in the job listing.

🎯 Team & Company Context

🏢 Company Culture

Industry: AI and Machine Learning infrastructure

Company Size: Small-Medium (201-500 employees)

Founded: 2020

Team Structure:

• The Technical Support team consists of 3-5 Technical Support Analysts, reporting directly to the Technical Support Manager.
• The team works closely with Product, Engineering, and Customer Success teams to ensure efficient issue resolution and continuous improvement.

Development Methodology:

• Agile/Scrum methodologies for product development and support process improvement
• Regular sprint planning, code reviews, and quality assurance practices
• CI/CD pipelines and automated deployment strategies for infrastructure management

Company Website: Voltage Park

📝 Enhancement Note: The company culture is focused on innovation, collaboration, and customer success, with a strong emphasis on operational excellence and continuous improvement.

📈 Career & Growth Analysis

Technical Support Manager Career Level: This role is at the mid-senior level, with a focus on managing and developing a team of Technical Support Analysts, driving operational excellence, and collaborating cross-functionally to improve customer support and experience.

Reporting Structure: The Technical Support Manager reports directly to the Head of Customer Success or a similar executive role, with dotted-line reporting to other department heads for cross-functional projects and initiatives.

Technical Impact: The Technical Support Manager has a significant impact on customer satisfaction, support process efficiency, and product improvement by driving operational excellence, advocating for customer needs, and collaborating with cross-functional teams to resolve issues and enhance the customer support experience.

Growth Opportunities:

• Opportunities for career progression within the Technical Support or Customer Success organization, such as Senior Manager or Director roles.
• Potential to transition into other management or leadership roles within the company, such as Product Management or Engineering roles.

📝 Enhancement Note: This role offers significant growth opportunities within the Technical Support and Customer Success organization, as well as potential career paths into other management or leadership roles within the company.

🌐 Work Environment

Office Type: On-site (Singapore) with remote work options for the Technical Support team

Office Location(s): Singapore

Workspace Context:

• The Technical Support team works in a collaborative environment, with regular team meetings, one-on-ones, and cross-functional collaborations to ensure efficient issue resolution and continuous improvement.
• The team has access to the necessary tools and resources to perform their jobs effectively, including support ticketing systems, documentation platforms, and communication tools.

Work Schedule: Full-time, with potential for on-call rotations and shift work to ensure 24/7 customer support coverage.

📝 Enhancement Note: The work environment is collaborative and customer-focused, with a strong emphasis on operational excellence, cross-functional collaboration, and continuous improvement.

📄 Application & Technical Interview Process

Interview Process:

1. Screening: A brief phone or video call to assess cultural fit and basic qualifications.
2. Technical Assessment: A hands-on exercise or case study to evaluate problem-solving skills, process improvement, and customer support experience.
3. Behavioral Interview: A structured interview focused on behavioral questions to assess leadership, management, and communication skills.
4. Final Interview: A meeting with the hiring manager or executive team to discuss the role, company culture, and growth opportunities.

Portfolio Review Tips: N/A (This role does not require a web portfolio or project requirements)

Technical Challenge Preparation: Focus on problem-solving, process improvement, and customer support scenarios, with a strong emphasis on operational excellence and cross-functional collaboration.

ATS Keywords: Technical Support, Customer Success, Linux System Administration, Project Management, Communication, Coaching, Team Management, Operational Excellence, Process Optimization, Customer Experience, Incident Management, Support Workflows, Empathy, Problem Solving, Collaboration, Feedback, AI/ML, Cloud Infrastructure, Data Center, SRE, Support Tooling, Documentation Systems, Task Trackers, Jira

📝 Enhancement Note: The interview process is focused on assessing the candidate's leadership, management, and problem-solving skills, with a strong emphasis on operational excellence, customer support experience, and cross-functional collaboration.

🛠 Technology Stack & Web Infrastructure (N/A)

📝 Enhancement Note: This role does not require a specific technology stack or web infrastructure knowledge, as it is focused on management and operational responsibilities rather than technical development.

👥 Team Culture & Values

Technical Support Values:

• Customer-centric approach, with a focus on customer success and satisfaction
• Operational excellence, with a strong emphasis on process improvement and efficiency
• Collaboration and cross-functional teamwork, with a focus on working together to resolve issues and improve customer support experience
• Empathy and patience, with a focus on understanding and addressing customer needs and concerns

Collaboration Style:

• Regular team meetings and one-on-ones to ensure open communication and collaboration
• Cross-functional collaborations with Product, Engineering, and Customer Success teams to drive issue resolution and continuous improvement
• A culture of learning and continuous development, with a focus on staying up-to-date with industry trends and best practices

📝 Enhancement Note: The Technical Support team values a customer-centric approach, operational excellence, collaboration, and empathy, with a strong emphasis on open communication, cross-functional teamwork, and continuous learning and development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing and mentoring a team of Technical Support Analysts to ensure high-quality customer support and operational excellence
• Building and optimizing internal support processes, playbooks, and escalation paths to improve issue resolution and customer experience
• Collaborating with cross-functional teams to advocate for customer needs, drive issue resolution, and enhance the customer support experience

Learning & Development Opportunities:

• Opportunities for career progression within the Technical Support or Customer Success organization, such as Senior Manager or Director roles
• Potential to transition into other management or leadership roles within the company, such as Product Management or Engineering roles
• Regular training and development opportunities to stay up-to-date with industry trends and best practices

📝 Enhancement Note: This role offers significant challenges and growth opportunities in managing and developing a team, driving operational excellence, and collaborating cross-functionally to improve customer support and experience.

💡 Interview Preparation

Technical Questions:

• Problem-Solving: Describe a time when you had to solve a complex technical support issue. How did you approach it, and what was the outcome?
• Process Improvement: How have you improved a support process or workflow in a previous role? What was the impact on customer satisfaction and operational efficiency?
• Cross-Functional Collaboration: How have you worked with cross-functional teams to resolve technical support issues or improve customer experience? What was the outcome?

Company & Culture Questions:

• Customer Focus: How do you ensure that you are always putting the customer first in your decision-making and support processes?
• Team Management: How do you approach coaching and mentoring team members to help them grow and develop in their roles?
• Adaptability: How do you adapt to change and uncertainty in a fast-paced, startup environment?

Portfolio Presentation Strategy: N/A (This role does not require a web portfolio or project requirements)

📝 Enhancement Note: The interview process is focused on assessing the candidate's problem-solving, process improvement, and cross-functional collaboration skills, with a strong emphasis on operational excellence, customer support experience, and team management.

📌 Application Steps

To apply for this Technical Support Manager position:

1. Submit your application through the application link provided.
2. Tailor your resume and cover letter to highlight your relevant experience, skills, and accomplishments in technical support, management, and process improvement.
3. Prepare for the interview process by researching the company, practicing problem-solving and process improvement scenarios, and reflecting on your customer support experience and leadership skills.
4. Be ready to discuss your approach to customer success, operational excellence, and cross-functional collaboration in a fast-paced, startup environment.

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