Panorama Education
Leading K-12 platform transforming teaching and student support with AI, MTSS, and surveys.
Technical Support Manager
Location
United States
Posted
8 days ago
Salary
$102K - $150K / year
3 yrs expEnglish
Job Description
• Own and continuously evolve the systems, workflows, and performance of the Technical Support team.
• Coach and develop Technical Support Representatives and Engineers to deliver a high-quality, scalable support experience.
• Maintain deep technical knowledge of the platform and assist in the support queue when necessary.
• Lead team onboarding, training, and performance management processes.
• Define, document, and improve support workflows and processes.
• Use data to improve productivity, customer satisfaction, and business KPIs.
• Develop expertise in Panorama's platform, products, and common technical issues.
• Partner with Product and Engineering to resolve systemic technical issues.
Job Requirements
- 3+ years of people leadership experience within Technical Support or a similar operational environment
- Demonstrated success owning processes and driving operational improvement
- Strong experience using data to diagnose issues, set priorities, and measure impact
- Proven ability to manage performance directly, including navigating difficult feedback and accountability conversations
- Experience leading teams through change, including new workflows, tools, or operating models
- Track record of building scalable systems that support high-performing teams
- Ability to learn complex products quickly and use technical knowledge to support and coach others
- High proficiency in tools such as Google Workspace, Microsoft Office, Salesforce, Jira, and support platforms (e.g., HelpScout, Zendesk)
- Ability to travel occasionally within the US and Mexico
Benefits
- 401K with an employer match
- Health, dental, vision, life insurance, and short-term and long-term disability coverage.
- Flexible spending account for health care and dependent care
- Wellness Reimbursement
- Work from Home Reimbursement
- Flexible vacation policy
- Parental leave program
- Company Issued Laptop†
