Staff Technical Support Manager, Enterprise (Remote, Worldwide)

Are you passionate about empowering users and partners through truly exceptional technical support? Do you thrive on solving complex enterprise challenges and building world-class support operations? Imagine leading a team that champions user success for a company dedicated to an open, accessible internet for everyone. At Mozilla, we are not just building browsers; we are crafting a better digital future. Our Customer Experience team stands at the forefront, ensuring every user and organization gets the most out of our pioneering products. This is your chance to make a tangible difference, driving satisfaction and loyalty on a global scale.

Overview

Mozilla Corporation is a unique technology company, backed by a non-profit foundation, and for over 25 years, we have profoundly shaped the internet for the better. We are the creators of iconic brands like Firefox, the privacy-minded web browser. With over 225 million people globally using our products each month, we are now shaping the next 25 years of technology, working to reclaim an internet built for people, not just for profit. Our work touches diverse and exciting areas, including AI, social media, security, and much more, all while remaining steadfastly focused on our core mission: to make the internet better for people. As a Staff Technical Support Manager for Enterprise, you will play a pivotal role in our Customer Experience team, helping our enterprise users, organizations, and partners successfully adopt, use, and gain sustained value from Mozilla products. This is a fully remote opportunity, open to candidates across the globe, allowing you to contribute to our mission from anywhere in the world.

Key Responsibilities

Lead and Mentor a Global Team: You will lead, mentor, and develop a high-performing team of technical support engineers, fostering a culture of excellence, continuous learning, and customer obsession.
Strategic Support Operations: Drive the development and implementation of advanced support strategies tailored to our enterprise customers, ensuring top-tier service delivery and customer satisfaction.
Complex Issue Resolution: Manage and resolve complex technical escalations, collaborating closely with engineering, product development, and sales teams to provide timely and effective solutions.
Process Improvement: Continuously evaluate and enhance support processes, tools, and methodologies to improve efficiency, response times, and overall customer experience.
Knowledge Management: Oversee the creation and maintenance of comprehensive knowledge base articles, troubleshooting guides, and documentation for both internal teams and external customers.
Performance Analytics: Analyze support data and metrics to identify trends, root causes of issues, and areas for improvement, providing insights to relevant stakeholders.
Cross-Functional Collaboration: Act as a key liaison between the Customer Experience team and other departments, advocating for customer needs and contributing to product improvements.
Product Advocacy: Deeply understand Mozilla's enterprise products and services, acting as a subject matter expert and trusted advisor to our customers.

Requirements

Extensive Leadership Experience: You should bring at least 8+ years of experience in technical support, with a significant portion of that time, preferably 5+ years, in a leadership or management role specifically focused on enterprise customers.
Proven Management Skills: Demonstrated ability to lead, motivate, and manage a high-performing technical support team, ideally in a remote or distributed environment.
Deep Technical Acumen: Strong understanding of web technologies, network protocols, cloud services, and enterprise IT environments. Experience with browser technology or open-source software is a plus.
Exceptional Problem-Solving: A track record of successfully diagnosing and resolving complex technical issues, often involving multiple systems and stakeholders.
Outstanding Communication: Excellent verbal and written communication skills, with the ability to articulate technical information clearly to both technical and non-technical audiences.
Customer-Centric Mindset: A passionate dedication to customer success and a proactive approach to anticipating customer needs and challenges.
Familiarity with Support Tools: Proficiency with CRM systems, ticketing platforms, and other customer support technologies.
Educational Background: A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

What You'll Gain

Meaningful Impact: Contribute directly to Mozilla's mission of building a better, more open internet for people worldwide.
Innovative Environment: Work at the forefront of technology, with exciting challenges in AI, privacy, and open-source development.
Global Collaboration: Join a diverse and inclusive team that spans the globe, fostering a rich environment for learning and growth.
Professional Growth: Opportunities for continuous learning and career advancement within a dynamic and forward-thinking organization.
Competitive Compensation: Enjoy a competitive salary, comprehensive benefits, and a supportive work-life balance in a fully remote setup.