Technical Support Manager - PST

Voltage Park is your enterprise AI factory. We offer scalable compute power, on-demand and reserved bare metal AI infrastructure using NVIDIA GPUs, with world-class service, performance and value.  Founded with the mission of making accessible AI computing for all – our flexible, affordable GPU solutions power everyone from builders to enterprises.

As part of this effort, we are seeking a Technical Support Manager to lead our US based team of Technical Support Analysts and ensure world-class support for our customers building on Voltage Park’s GPU infrastructure. The ideal candidate is a hands-on leader with a passion for customer success, a knack for building efficient systems, and a deep understanding of technical support operations.

As a Support Manager, you will be responsible for managing and mentoring a team of 3–5 Technical Support Analysts. You will drive operational excellence, build scalable support processes, and collaborate cross-functionally with Product, Engineering, and Customer Success to resolve issues and continuously improve the customer experience.

This is a remote role, but you must be located in PST – we are not looking for candidates in other parts of the country. 

What You’ll Do

• Manage and support a team of 3–5 Technical Support Analysts across multiple time zones

• Provide regular coaching, feedback, and performance reviews

• Foster a culture of accountability, learning, and continuous improvement

• Oversee daily support operations and ensure timely and high-quality customer responses via chat, email, and calls

• Monitor support queues, workload distribution, and key performance metrics

• Ensure 24/7 coverage and availability as needed, including managing shift schedules

• Build and optimize internal support processes, playbooks, and escalation paths

• Collaborate with Product, Engineering, and Customer Success to advocate for customer needs and drive issue resolution

• Identify gaps in tooling or knowledge and work with appropriate teams to address them

• Drive initiatives to improve the customer support experience and reduce resolution times

• Analyze customer feedback and incident trends to guide support and product priorities

• Contribute to and review customer-facing documentation and internal knowledge bases

• Lead or participate in projects that span support, product, engineering, and operations

• Represent the support function in cross-departmental planning and strategic discussions

Requirements

• 3+ years of experience in a B2B technical customer support or success role, with 1–2 years of people management experience

• Background in startup environments with a bias for action

• An understanding of Linux system administration and command line operations

• Proven ability to coach and manage distributed support teams

• Excellent organizational and project management skills

• Strong written and verbal communication skills, with a keen eye for detail

• Demonstrated experience building and optimizing support workflows and metrics

• Empathy, patience, and a customer-first mindset

Bonus Points

• Experience working in AI/ML, cloud infrastructure, or data center environments

• Familiarity with SRE practices or incident management workflows

• Experience with support tooling (Plain, Slack Support, community management), documentation systems, and task trackers (Jira)

Voltage Park is an equal opportunity employer and makes employment decisions on the basis of merit. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law. If you require an accommodation during the job application process, please notify your recruiter.