Manager, Technical Support at FloQast

As a Manager, Technical Support at FloQast, you will lead a specialized team dedicated to delivering exceptional technical support for FloQast customers. Like all roles on the FloQast Support team, this is a hands-on leadership position. You will balance your time between people management, strategic initiatives, and customer-facing responsibilities—ensuring you remain a deeply technical resource for our clients while also driving operational impact on the department’s processes, AI strategy, and cross-functional partnerships across R&D and GTM. *Visa sponsorship is NOT available at this time What You'll Do • Lead a specialized team of Technical Support Engineers dedicated to unblocking customers facing complex technical issues across the FloQast Accounting Transformation Platform. • Drive talent strategy for specialized team(s), including hiring, onboarding, 1:1 meetings, QA reviews, annual reviews, performance coaching, career development, SME assignments, and overall team design. • Maintain deep technical proficiency in assigned Solution(s), staying current with features and limitations, product updates, future roadmap, and best practices to effectively support both customers and the team. • Regularly participate in customer-facing and customer-adjacent activities, including strategically significant tickets or projects, high-priority escalations, and an ongoing elastic capacity to step into the queue to ensure consistent coverage. • Leverage technical tools such as session replay, log analysis, and API clients (e.g., Postman) to perform deep-dive troubleshooting, and leverage internal admin tools (Super) to execute CRUD operations in the database. • Own key Support metrics and queue health by monitoring ticket volume and urgency, ensuring accurate prioritization, timely responses, and effective resolutions. • Act as a technical liaison between Support and Engineering on defects of all severities, advocating for customer impact and owning internal/external communications. • Drive operational excellence by identifying and owning process improvements, such as AI initiatives, software administration/optimization, implementation of new systems or processes, curation of knowledge base and enablement assets, release-readiness campaigns, and data insights. • Cultivate a high-performance culture rooted in our Support Values: Empathetic Helpers, Technical Problem Solvers, Trusted Product Experts, Generous Collaborators, and Thoughtful Communicators. • Lead or contribute to special projects and initiatives as assigned, leveraging expertise and a creative problem-solving skillset to help the department and company achieve its goals. What You’ll Bring • 4+ years of functional experience in Technical Support, IT, or a related technical field. • 1-4 years of people management experience. • Demonstrated success in managing individual contributors in highly technical roles. • Strong technical aptitude with the ability to quickly master complex products and rapidly evolving platform features. • Proven ability to balance long-term strategic initiatives with day-to-day operational leadership. • Experience partnering with cross-functional stakeholders on both technical escalations and proactive initiatives. Nice to Haves • Relevant experience with the FloQast platform or comparable B2B fintech products. • Degree in Business, IT, Computer Science, Accounting, Finance, or a related field. • Professional experience or familiarity with principles in Accounting, Internal Audit, External Audit, Compliance, Finance, or related fields. • Expertise and/or certifications in Zendesk administration. • Familiarity with Support automation strategies and AI tools like n8n, Lovable, and Supabase. • Familiarity with tools like JIRA, Coralogix, Gainsight, Salesforce, Looker, and Highspot. • Experience supporting employees across distributed offices and/or remote locations, domestically and/or internationally. • Exposure to Sales/Customer Success methodologies or frameworks that enhance retention and expansion. #LI-JP1 #LI-Remote The base pay range for this position is $91,000 - $137,000. Compensation is not limited to base salary. FloQast values our Total Rewards, and offers a competitive and elaborate Benefits Package including, but not limited to, Medical, Dental, Vision, Family Forming benefits, Life & Disability Insurance, and Unlimited Vacation. FloQast reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role. About FloQast: FloQast is the leading Accounting Transformation Platform in accounting workflow automation created by actual former accountants for accountants. By streamlining and modernizing daily accounting tasks, FloQast helps teams collaborate more effectively and complete their work with greater efficiency and precision. This cloud-based, AI-powered software is trusted by over 3,000 accounting teams, including those at Snowflake, Twilio, Instacart, and The Golden State Warriors—and continues to grow. Our mission is to continuously elevate the accounting profession, enhancing both its practice and perception. Our values act as a guiding compass, shaping every decision we make, and are non-negotiable, particularly in our hiring process. Alongside our employees, partners, and customers, we embody these values every day: Unwaveringly Authentic  Ambitious with Integrity Empowered to Grow Committed to Collaboration Customer Obsessed in All Ways FloQast is regularly rated as a Best Place to Work! - Inc. Magazine’s Best Workplaces in 2024, 2023, 2022, and 2021 - Best Places to Work by LA Business Journal since 2017 (that’s 8 years!) - Built In’s ​​Best Place to Work in Los Angeles 6 years in a row! Because we are Customer Obsessed in All Ways, check out what our customers have to say about FloQast on G2 Crowd.  If this aligns closely with what you are looking for, hit “Apply” and come join our growing team! FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees. Link to FloQast Recruiting AI Usage Policy