Manager, Technical Support

Overview

Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes, and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations.

Currently we are looking Manager, Technical Support

The Manager of Technical Support leads the day‑to‑day operations of a technical support team, ensuring timely, high‑quality support for customers and partners. This role is responsible for team performance, issue escalation, operational execution, and continuous improvement of support delivery

• Manage daily operations of the technical support team, including workload management, quality, and responsiveness 

• Serve as an escalation point for complex or urgent customer and partner issues; ensure timely resolution 

• Monitor and manage team performance using defined metrics; address performance gaps and operational risks 

• Execute departmental goals, benchmarks, and operating procedures 

• Provide regular coaching, feedback, and performance management for direct reports 

• Hire, onboard, and manage employees, including compensation decisions and employee relations in partnership with HR 

• Develop team members’ technical skills, communication, and customer engagement capabilities 

• Identify and develop high‑potential employees and future leaders 

• Collaborate with cross‑functional teams to improve product quality, supportability, and customer experience 

• Contribute to budget management and operate within approved financial targets 

• Evaluate and improve team processes, tools, and workflows to increase efficiency and consistency 

• Ensure team projects and initiatives are delivered on time, within scope, and to quality standards 
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

• Bachelor’s degree or equivalent experience 

• 8+ years of experience in technical support or a related field 

• Prior people management experience preferred 

• Experience managing operational metrics and team performance 

• Demonstrated ability to coach, develop, and hold employees accountable 

• Strong analytical, problem‑solving, and decision‑making skills 

• Effective written and verbal communication skills 

• Strong customer focus and service orientation 

• Ability to work effectively in a fast‑paced, deadline‑driven environment 

• Solid technical aptitude and understanding of support operations and escalation processes 

• Proficiency with Microsoft productivity tools 

• Up to 15% travel

Hyland’s Offering

We’re proud of our culture and take employee engagement seriously. By listening to employees’ feedback, we’re able to provide meaningful benefits and programs to our workforce.

• Learning & Development- development budget (used for certifications, conferences etc..), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning & Development department supporting our employees.
• R&D focus – cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow.
• Work-life balance culture– flexible work environment and working hours (we are working in task-based system!), possibility to work from home, we value trust, and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office! 
• Well-being- private medical healthcare, life insurance, gym reimbursement.
• Community Engagement– Volunteer time off (24h/year).
• Diversity & Inclusion– employee resource groups, inclusion benefits and policies
• Niceties & Events– snacks and beverages, employee referral program,  birthday, baby gifts and employee programs

 If you would like to join the company where honesty, integrity and fairness lie in the bottom of values, where people are truly passionate about technology and dedicated to their work – connect with us!

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants