Technical Support Manager at Postman

📍 Job Overview

Job Title: Technical Support Manager
Company: Postman
Location: Emea, Central Sulawesi, Indonesia
Job Type: Full-Time
Category: Customer Support & Success
Date Posted: 2025-08-01
Experience Level: 5-10 years
Remote Status: Hybrid (3 days on-site per week)

🚀 Role Summary

📝 Enhancement Note: This role involves leading and mentoring a remote, globally distributed team, requiring strong communication and management skills. Technical proficiency in APIs and the Postman platform is crucial for success.
Lead and mentor the EMEA/APAC Technical Support team, driving performance and customer satisfaction.
Collaborate with global support teams and influence product roadmaps based on customer feedback.
Maintain a strong understanding of the Postman platform and APIs to provide expert support.

💻 Primary Responsibilities

📝 Enhancement Note: This role combines leadership, technical expertise, and customer advocacy, requiring a balance of strategic planning and hands-on support.
Team Leadership & Mentoring:
- Lead, mentor, and develop the EMEA/APAC team, setting performance goals, and conducting regular 1:1s and performance reviews.
- Coordinate and maintain strong communication with the global Support Team.
Customer Support & Issue Resolution:
- Ensure the timely and effective resolution of customer issues, engaging directly with complex problems as needed.
- Monitor and enhance the quality of customer interactions, aiming to deliver a delightful and memorable experience.
Product Feedback & Improvement:
- Gather and analyze customer feedback to identify trends and opportunities for product improvement.
- Collaborate with Product and Engineering teams to deliver signals and feedback, enhancing the Postman platform.
Process Efficiency & Automation:
- Refine and enhance process efficiency and automation across the Postman Support team.
- Continuously hire and build out the EMEA/APAC team as the user base scales to 100m+.

🎓 Skills & Qualifications

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

Experience: A minimum of 5 years of experience in technical support and 2 years in a leadership role within a technical support team.

Required Skills:

Proven leadership and mentoring skills
Strong understanding of APIs and how they work
Experience working with the Postman platform and a strong understanding of its features
Excellent communication and problem-solving skills
Ability to analyze and interpret customer feedback to drive product improvement
Proficiency in process improvement and automation

Preferred Skills:

Experience working in a remote, globally distributed team
Familiarity with Agile methodologies and project management tools
Knowledge of multiple programming languages and web technologies
Experience with customer support software and ticketing systems

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: While not explicitly stated, a strong portfolio of customer support case studies, demonstrating problem-solving skills and customer advocacy, would be beneficial for this role.

Customer Support Case Studies:
- Prepare case studies highlighting your approach to complex customer issues, focusing on problem-solving, communication, and resolution.
- Include metrics and outcomes to demonstrate the impact of your support on customer satisfaction and product improvement.
Team Leadership & Mentoring Examples:
- Provide examples of your leadership and mentoring approach, such as team goals, performance reviews, and employee development plans.
- Highlight any successful team-building initiatives or process improvements you've implemented.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Emea, Central Sulawesi, Indonesia is IDR 30,000,000 - IDR 45,000,000 per year, based on industry standards and cost of living adjustments.

Benefits:

Full Medical Coverage
Flexible PTO
Wellness Reimbursement
Monthly Lunch Stipend
Wellness Programs
Team-Building Events
Donation-Matching Program

Working Hours: Full-time, with a flexible schedule and a hybrid work arrangement (3 days on-site per week).

🎯 Team & Company Context

🏢 Company Culture

Industry: Software Development & Design, with a strong focus on API development and collaboration tools.

Company Size: Medium (51-200 employees)

Founded: 2012, with a global presence and a remote, distributed team.

Team Structure:

The Support Team is a critical component of Postman's success, working closely with Product and Engineering to drive customer satisfaction and platform improvement.
The EMEA/APAC Technical Support Manager will lead a remote team, collaborating with global support teams and influencing the product roadmap.

Development Methodology:

Postman follows Agile methodologies, with a focus on iterative development and continuous improvement.
The Support Team works closely with Product and Engineering to gather customer feedback and inform development priorities.

Company Website: Postman

📝 Enhancement Note: Postman values transparency, honest communication, and a customer-centric approach. The Support Team plays a crucial role in shaping the product roadmap and driving customer satisfaction.

📈 Career & Growth Analysis

Technical Support Manager Role: This role involves leading and mentoring a remote, globally distributed team, requiring strong communication, management, and technical skills. It offers opportunities for career growth, including expanded leadership responsibilities and potential transitions into other areas of the business.

Reporting Structure: The EMEA/APAC Technical Support Manager will report directly to the Global Head of Support and collaborate closely with Product and Engineering teams.

Technical Impact: This role has a significant impact on customer satisfaction, product improvement, and the overall success of the Postman platform. The Technical Support Manager will influence the product roadmap, ensuring that customer needs and feedback are considered in development priorities.

Growth Opportunities:

Team Expansion: As Postman's user base grows, there will be opportunities to expand the EMEA/APAC team, offering potential career progression for team members and the Technical Support Manager.
Product & Engineering Collaboration: By working closely with Product and Engineering teams, the Technical Support Manager can gain exposure to other areas of the business and explore opportunities for career growth.
Leadership Development: This role offers ample opportunities for leadership development, with a focus on mentoring, coaching, and driving team performance.

📝 Enhancement Note: Career growth in this role is closely tied to Postman's expansion and success, offering opportunities for leadership development and exposure to other areas of the business.

🌐 Work Environment

Office Type: Hybrid, with a flexible schedule and 3 days on-site per week for employees based in San Francisco Bay Area, Boston, Bangalore, Hyderabad, and New York.

Office Location(s): Postman has offices in San Francisco, CA, USA; Boston, MA, USA; Bangalore, Karnataka, India; Hyderabad, Telangana, India; and New York, NY, USA. The EMEA/APAC Technical Support Manager will work remotely, coordinating with global support teams.

Workspace Context:

Remote Work: The EMEA/APAC Technical Support Manager will work remotely, collaborating with global support teams and influencing the product roadmap.
Team Interaction: This role involves regular communication with global support teams, Product, and Engineering teams, requiring strong collaboration and communication skills.
Work Schedule: The hybrid work arrangement allows for flexibility in managing personal and professional responsibilities while maintaining a strong connection to the global team.

Work Schedule: Full-time, with a flexible schedule and a hybrid work arrangement (3 days on-site per week).

📝 Enhancement Note: Postman's hybrid work model balances flexibility and collaboration, with an emphasis on in-person interaction for knowledge sharing, brainstorming, and building trust.

📄 Application & Technical Interview Process

Interview Process:

Screening: A brief phone or video call to assess cultural fit and basic qualifications.
Technical Assessment: A hands-on assessment of your understanding of the Postman platform, APIs, and customer support processes. You may be asked to demonstrate your problem-solving skills and approach to complex customer issues.
Team Fit: An opportunity to meet with the global Support Team and discuss your leadership style, mentoring approach, and team-building initiatives.
Final Evaluation: A conversation with the Global Head of Support to discuss your fit for the role, career aspirations, and alignment with Postman's values and culture.

Portfolio Review Tips:

Highlight your approach to customer support, focusing on problem-solving, communication, and resolution.
Include metrics and outcomes to demonstrate the impact of your support on customer satisfaction and product improvement.
Prepare case studies that showcase your leadership and mentoring skills, with a focus on team performance and process improvement.

Technical Challenge Preparation:

Brush up on your understanding of the Postman platform, APIs, and customer support processes.
Familiarize yourself with common customer issues and troubleshooting techniques.
Prepare for scenario-based questions that assess your problem-solving skills and approach to customer support.

ATS Keywords: API, Customer Support, Technical Support, Leadership, Mentoring, Team Building, Process Improvement, Agile, Product Feedback, Remote Work, Hybrid Work, Global Team.

📝 Enhancement Note: The interview process for this role is designed to assess your technical expertise, leadership skills, and cultural fit within Postman's global Support Team.

🛠 Technology Stack & Web Infrastructure

Postman Platform: The Postman platform is a comprehensive API development environment, enabling users to design, test, and document APIs. Familiarity with the Postman platform is essential for this role.

APIs: A strong understanding of APIs and how they work is crucial for providing effective support to Postman's diverse user base.

Customer Support Software: Familiarity with customer support software and ticketing systems is beneficial for managing customer issues and tracking resolution progress.

📝 Enhancement Note: While the specific technology stack for this role is not extensive, a strong understanding of the Postman platform, APIs, and customer support processes is essential for success.

👥 Team Culture & Values

Postman Values:

Curiosity: We create with the same curiosity that we see in our users, valuing transparency and honest communication about successes and failures.
Focus: We focus on specific goals that add up to a larger vision, driving customer satisfaction and platform improvement.
Inclusion: Our inclusive work culture ensures that everyone is valued equally as an important piece of our final product.

Collaboration Style:

Cross-Functional Integration: The Support Team works closely with Product and Engineering to gather customer feedback and inform development priorities.
Code Review Culture: Postman follows Agile methodologies, with a focus on iterative development and continuous improvement.
Knowledge Sharing: Postman encourages knowledge sharing and collaboration, with a focus on driving customer satisfaction and platform improvement.

📝 Enhancement Note: Postman's values and collaboration style emphasize transparency, honest communication, and a customer-centric approach, with a focus on driving customer satisfaction and platform improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Platform Evolution: As Postman's user base grows and the platform evolves, the Technical Support Manager must stay up-to-date with new features, APIs, and customer support processes.
Global Customer Base: Supporting a diverse, global customer base requires a deep understanding of regional differences in API usage, customer needs, and support preferences.
Scalability: As Postman's user base approaches 100m+, the Technical Support Manager must ensure that support processes and resources can scale to meet customer needs.

Learning & Development Opportunities:

Platform Expertise: Deepen your understanding of the Postman platform, APIs, and customer support processes through hands-on experience and collaboration with global support teams.
Leadership Development: Enhance your leadership and mentoring skills through regular training, coaching, and team-building initiatives.
Product & Engineering Collaboration: Work closely with Product and Engineering teams to gain exposure to other areas of the business and explore opportunities for career growth.

📝 Enhancement Note: The Technical Support Manager role offers numerous challenges and growth opportunities, with a strong focus on driving customer satisfaction, platform improvement, and career development.

💡 Interview Preparation

Technical Questions:

Postman Platform: Demonstrate your understanding of the Postman platform, APIs, and customer support processes through hands-on examples and scenario-based questions.
API Fundamentals: Brush up on your understanding of APIs, their role in modern software development, and best practices for working with APIs.
Customer Support: Prepare for scenario-based questions that assess your problem-solving skills, communication, and approach to customer support.

Company & Culture Questions:

Postman Values: Familiarize yourself with Postman's values, culture, and approach to customer support. Prepare for questions that assess your alignment with these principles.
Global Team Dynamics: Understand the dynamics of working in a remote, globally distributed team, with a focus on collaboration, communication, and knowledge sharing.
Customer-Centric Approach: Prepare for questions that assess your understanding of customer needs, preferences, and the role of customer support in driving platform improvement.

Portfolio Presentation Strategy:

Customer Support Case Studies: Highlight your approach to customer support, focusing on problem-solving, communication, and resolution. Include metrics and outcomes to demonstrate the impact of your support on customer satisfaction and product improvement.
Leadership & Mentoring Examples: Prepare case studies that showcase your leadership and mentoring skills, with a focus on team performance and process improvement.
Platform Expertise: Demonstrate your understanding of the Postman platform, APIs, and customer support processes through hands-on examples and scenario-based questions.

📝 Enhancement Note: Preparing for the Technical Support Manager interview involves a deep understanding of the Postman platform, APIs, and customer support processes, as well as a strong alignment with Postman's values and culture.

📌 Application Steps

To apply for the Technical Support Manager position at Postman:

Customize Your Resume: Highlight your relevant experience in technical support, leadership, and customer advocacy, with a focus on problem-solving, communication, and resolution.
Tailor Your Cover Letter: Explain your interest in the Technical Support Manager role, your alignment with Postman's values and culture, and your long-term career goals.
Prepare Your Portfolio: Include case studies that demonstrate your approach to customer support, leadership, and mentoring, with a focus on problem-solving, communication, and resolution.
Research Postman: Familiarize yourself with Postman's platform, APIs, and customer support processes, as well as the company's values, culture, and approach to customer support.
Practice Interview Questions: Prepare for technical and behavioral interview questions, focusing on your understanding of the Postman platform, APIs, and customer support processes, as well as your alignment with Postman's values and culture.

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

Technical Support Manager