Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Skills: Technical support, People leadership, Customer advocacy, AI implementation, Case management
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Bielsko-Biała, Silesian Voivodeship, Poland · Remote OK
$130k–$170k/yr
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Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
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Skills: Platform engineering, Team management, CI/CD pipelines, Developer experience, Go
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Skills: Platform engineering, Team management, CI/CD pipelines, Developer experience, Go
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Skills: Platform engineering, Team leadership, CI/CD pipelines, Developer experience, Go
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Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
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Bielsko-Biała, Silesian Voivodeship, Poland · Remote OK
$90k–$120k/yr
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Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
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Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Bielsko-Biała, Silesian Voivodeship, Poland · Remote OK
Senior
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Bielsko-Biała, Silesian Voivodeship, Poland · Remote OK
Mid level
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Skills: Python, AWS, Data analysis, Data transformation, API design
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Senior AI Automation Engineer – Agentic AI (Python)
Noida, Uttar Pradesh, India · Remote OK
Senior
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
Skills: Python, Automation Engineering, Systems Integration, CI/CD, REST APIs
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Preci…
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Full-time
bachelor degree
Career development, Growth opportunities, Learning opportunities
Posted 1d ago
~40 hrs/week
Remote in United States
Responsibilities
Lead and develop a high-performing technical support team while managing both on-premises software support and technical account management functions. Drive operational excellence through automation, AI-enabled innovation, and effective escalation management to ensure high-quality customer experiences.
Requirements
Requires a bachelor's degree or equivalent experience and at least 5 years of experience in enterprise technical support with 3 years in a leadership role. Candidates must possess strong communication skills, proficiency in AI tools, and the ability to work in the Pacific time zone.
Full job description
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.
Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!
Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.
Overview:
Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 90 percent of the Fortune 100. Precisely's data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for a Technical Support Manager to lead a team delivering exceptional support across on-premises software installations and hosted managed services. This role combines people leadership, customer advocacy, and AI-enabled innovation to ensure consistent, high-quality customer experiences at scale. You will contribute to modernizing support through automation, GenAI, analytics, and intelligent self-service, while partnering closely with Engineering, Product, and Customer teams. The Pacific time zone location is required to provide coverage overlap with our Australia/APAC customers and support personnel.
What you will do:
Lead, coach, and develop a high-performing technical support team in a 24x7 global environment.
Manage two distinct team functions — Support Engineers delivering on-premises software support, and Technical Account Managers supporting hosted product customers (CCX, HMS, RCX)
Identify and implement collaboration models between Support Engineers and TAMs to improve cross-team case resolution, knowledge sharing, and customer experience continuity.
Support operational excellence across case management, escalations, and service delivery.
Build a strong team culture focused on service excellence, ownership, and accountability.
Oversee day-to-day support operations, including shift coverage, workload balancing, and escalation management.
Support the implementation of follow-the-sun coverage, including handoff protocols, shift coordination, and cross-regional team workflows.
Ensure consistent execution of global support processes, including case management and KCS.
Drive adherence to SLAs, response times, and resolution quality across phone, web, and community channels.
Manage critical customer escalations, coordinating with engineering (L3), product, and senior leadership as needed.
What we are looking for:
Required:
Enter Educational requirements: (Equivalent work experience will be accepted in place of the education requirement) Bachelor's degree from an accredited college (or equivalent experience)
Years of experience: 5+ years of experience in enterprise technical/customer support, including people leadership.
Years of experience needed with specific skills: 3 years managing teams
Specific technical or software skills required: MS Office Suite, knowledge of CRM, knowledge of AI implementations, SQL
Necessary certifications: None
Travel is required: Yes – Approximately %10% client visits and company meetings
Exceptional written and verbal communication skills, including English proficiency.
Detail-oriented personality with strong decision-making and time management skills; ability to manage multiple challenges and varying priorities with a sense of urgency.
Results-oriented mindset; demonstrated flexibility of schedule to meet customer needs and situational awareness while managing a team and/or project.
AI Skills/Knowledge:
Partner with cross-functional teams to introduce AI-powered support capabilities, including GenAI assistants, chatbots, and workflow automation.
Support the team's adoption of AI tools and workflows, helping Support Engineers and TAMs incorporate AI into their daily work practices.
Use AI-driven analytics and customer sentiment insights to identify trends, mitigate risk, and improve customer outcomes.
Ensure AI solutions adopted by the team are secure, scalable, and aligned with customer experience goals.
Experience with AI-powered support deflection or escalation routing a plus
Preferred Skills (a plus but not required):
Experience with data visualization tools such as Power BI or Tableau, supporting AI-driven reporting and client dashboards
Knowledge of web design and user experience
Knowledge of REST APIs or data interchange formats (e.g., JSON, XML), relevant to managing technically integrated client environments
#LI-DR1
#LI-Remote
The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice
Related keywords
Technical Support ManagerData IntegritySoftwareManaged ServicesGenAIMicrosoft CopilotChatGPTSQLCRMKCSSLAAutomationAnalyticsTechnical Account ManagementCloudOn-premises
As a global leader in data integrity, Precisely ensures that your data is accurate, consistent, and contextual. Our portfolio, featuring the Precisely Data Integrity Suite, brings together software, data, and data strategy consulting services. This unique combination enables organizations to move to Agentic-Ready Data, the highest-quality of data that is integrated, governed, and enriched for AI, automation, and analytics initiatives at enterprise scale. Over 12,000 organizations in more than 100 countries, including 95 of the Fortune 100, trust Precisely to support some of the world’s most complex, regulated, and mission-critical data environments. Learn more at www.precisely.com.
Offices: 1700 District Ave, #300, Burlington, Massachusetts 01803, US · 2 Blue Hill Plaza, #1563, Pearl River, New York 10965, US · 1901 S Meyers Rd, #320, Oakbrook Terrace, Illinois 60181, US · 3535 40th Ave NW, #200, Rochester, Minnesota 55901, US · 35 Railroad Row, White River Junction, Vermont 05001, US
Data GovernanceData IntegrationData ManagementInsurTechCloud Data ServicesBig Data
As a global leader in data integrity, Precisely ensures that your data is accurate, consistent, and contextual. Our portfolio, featuring the Precisely Data Integrity Suite, brings together software, data, and data strategy consulting services. This unique combination enables organizations to move to Agentic-Ready Data, the highest-quality of data that is integrated, governed, and enriched for AI, automation, and analytics initiatives at enterprise scale. Over 12,000 organizations in more than 100 countries, including 95 of the Fortune 100, trust Precisely to support some of the world’s most complex, regulated, and mission-critical data environments. Learn more at www.precisely.com.
Offices: 1700 District Ave, #300, Burlington, Massachusetts 01803, US · 2 Blue Hill Plaza, #1563, Pearl River, New York 10965, US · 1901 S Meyers Rd, #320, Oakbrook Terrace, Illinois 60181, US · 3535 40th Ave NW, #200, Rochester, Minnesota 55901, US · 35 Railroad Row, White River Junction, Vermont 05001, US
Data GovernanceData IntegrationData ManagementInsurTechCloud Data ServicesBig Data