Taking applicationsTechnical Support·Posted 8d ago
Staff Technical Support Manager, Enterprise
MozillaVerified company
Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Not stated
GermanEnglishSenior level
About the role
Mozilla is hiring a Staff Technical Support Manager to build its first dedicated B2B enterprise technical support operation. The job owns vendor management, escalation paths, support metrics, and major incident response for Enterprise customers.
What you'll do
- Build and launch B2B technical support capability
- Manage external support vendors end to end
- Define troubleshooting standards, training, and playbooks
- Forecast customer demand and support capacity
- Define service objectives, metrics, and KPIs
- Lead operational response to major B2B incidents
- Partner cross-functionally with Product, Engineering, Sales, and others
- Translate support trends into actionable improvements
What you'll need
- 5+ years in B2B or Enterprise technical support
- Experience building or scaling a support operation
- Experience managing outsourced support vendors or BPO partners
- Experience with vendor selection, contracts, budgets, and renewals
- Experience with Zendesk/CRMs and Jira
- Strong Enterprise support and service-management knowledge
- Experience leading high-severity technical incidents
- C-level fluency in German and English
Skills
Enterprise technical supportSupport operationsEscalation managementVendor/BPO managementZendesk/JiraOperational metricsTechnical troubleshootingIncident response
Benefits
Performance bonusRetirement contributionsQuarterly wellness daysCountry-specific holidays plus birthday offHome office stipendProfessional development budgetPaid parental leaveEmployee referral bonus
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Applications close on 18 November.