Senior Manager, Technical Support

Leading the AI-Support Revolution

ProcessUnity is seeking a forward-thinking leader to manage their global technical support function through an AI-centric lens. This role involves overseeing the health of complex B2B SaaS platforms by blending traditional team leadership with cutting-edge automation strategies. You will be responsible for the entire support lifecycle, from managing enterprise-level escalations to optimizing the tools your team uses daily.

Built for Vibe Coders

What makes this role unique is the explicit focus on vibe coding to drive innovation. Instead of waiting for engineering resources, you are encouraged to use natural language AI tools to build custom applications and automated flows that solve operational bottlenecks. You will own the AI-driven support ecosystem end-to-end, including the deployment of virtual agents and the creation of tools that streamline triage and data analysis.

Key Focus Areas

• Strategic AI Orchestration: Implement and manage AI-driven tools like virtual agents and automated deflection narratives to improve resolution speed.
• Team Evolution: Coach a global squad of engineers, moving beyond basic metrics to foster deep technical troubleshooting and AI literacy.
• Technical Architecture: Dive into REST APIs, networking fundamentals, and Salesforce integration to resolve high-stakes enterprise issues while partnering with engineering on product health.