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Global Technical Support Manager Jobs in Indiana

Atlas Copco

Technical Support Engineer

Michigan City, IN · On-site

$80 - $100/hr

Coordinate with Product Company/Global Technical Support for advanced root cause analysis and capture lessons learned. * Advise on commissioning, corrective actions, preventive measures, and service ...

Bostondynamics

Technical Support Engineers take ownership for resolving technical customer issues in a reasonable ... Queue Management to reduce long running issues and drive KPI to manage the issues * Respond to ...

Fronius

Technical Support Agent

Portage, IN

The Technical Support Representative works both independently and as a team player, focusing on ... Excels in time management and organizational skills * Evaluates client needs for upgrades or ...

Core Managed

Technical Support Specialist

Carmel, IN · On-site

$42K - $48K/yr

This will be a junior level, fast paced position, and you will be doing level 1 support for ... Time management skills * Ability to develop relationships with clients and internal staff * Follow ...

Core Managed

Technical Support Specialist

Carmel, IN · On-site

$42K - $48K/yr

This will be a junior level, fast paced position, and you will be doing level 1 support for ... Time management skills * Ability to develop relationships with clients and internal staff * Follow ...

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Global Technical Support Manager information

What does a global technical support manager do?

A Global Technical Support Manager oversees the technical support operations for a company across multiple regions or countries. They manage support teams, develop strategies to improve customer service, and ensure that clients receive timely and effective technical assistance. This role often involves coordinating with other departments, implementing best practices, and analyzing support metrics to enhance service quality on a global scale.

What are the key skills and qualifications needed to thrive as a global technical support manager?

To thrive as a Global Technical Support Manager, you need strong leadership abilities, deep technical knowledge in your industry, and a bachelor’s degree in a relevant field such as IT or engineering. Familiarity with CRM/ticketing platforms, ITIL certification, and proficiency in remote support tools are typically required. Outstanding problem-solving skills, cross-cultural communication, and the ability to motivate distributed teams set top performers apart. These skills ensure efficient global support operations, high customer satisfaction, and effective management of complex technical challenges.

What are the main challenges faced by a global technical support manager when leading distributed teams across different regions?

A Global Technical Support Manager often navigates challenges such as coordinating across multiple time zones, ensuring consistent communication, and maintaining high service standards globally. Effective leadership involves implementing standardized procedures while being sensitive to regional differences in customer expectations and technical issues. Building a cohesive team culture despite geographic dispersion and managing workload fluctuations due to varying customer demands are also key aspects of this role.

What is the difference between Global Technical Support Manager vs Technical Support Engineer?

AspectGlobal Technical Support ManagerTechnical Support Engineer
CredentialsBachelor's degree in IT, Engineering, or related field; often requires management experienceTechnical degree or equivalent; certifications like CompTIA, Cisco, or Microsoft are common
Work EnvironmentOversees global support teams, manages client relationships, and develops support strategiesProvides technical assistance directly to customers, troubleshooting issues
Employer & Industry UsageUsed in multinational tech companies, hardware/software providers

The Global Technical Support Manager focuses on leading support teams worldwide, strategic planning, and client management. In contrast, the Technical Support Engineer handles direct technical troubleshooting and customer support. Both roles require technical expertise, but differ in scope and responsibilities.

What cities in Indiana are hiring for Global Technical Support Manager jobs?

Cities in Indiana with the most Global Technical Support Manager job openings:

Infographic showing various Global Technical Support Manager job openings in Indiana as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution.

Technical Support Manager - Customer Experience

Indianapolis, IN • On-site

Entegrata
See more jobs at Entegrataexternal

$125 - $150/hr

Other

Medical, Dental, Vision, Retirement, PTO

Posted 4 days ago

Job description

Technical Support Manager - Customer Experience

Location: Indianapolis, IN - Hybrid

Reports to: VP of Customer Experience

About Entegrata

Entegrata helps law firms turn data into decision-grade insights. Founded in 2023 and headquartered in Indianapolis, we are a venture-backed SaaS company delivering a turnkey, Azure-based data lakehouse platform purpose-built for law firms. Our platform consolidates siloed legal, operational, and financial data into a single governed source of truth, with AI-powered analytics on top. Our mission is to become the data platform of choice for the top law firms in the world.

The Role

We are building our customer support function and want a leader to own it. You will stand up how we support law firm customers day to day: the channels, the tooling, the SLAs, and, over time, the team. Early on you will be hands‑on resolving issues; as volume grows you will hire and lead the support organization and set its strategy.

Key Responsibilities

Design and operate the customer support function: channels, intake, triage, escalation, and resolution workflows.

Own support SLAs, quality standards, and customer satisfaction targets.

Resolve customer issues per SLA hands‑on in the early stage, developing deep product and data knowledge.

Assume responsibility for support issues & data investigations from the Customer Experience Managers.

Administer support tooling and knowledge base. Create the knowledge base.

Refine the escalation path with Engineering and coordinate on incidents and root‑cause resolution.

Report on support metrics and surface recurring issues to Product and Engineering.

As volume grows, hire, coach, and lead the support team and set support strategy.

What Success Looks Like: 30-60-90 Days

First 30 Days

Learn the platform and current support intake; document the existing process and pain points.

Define an initial SLA framework, priority levels, and escalation path with Engineering.

By 60 Days

Stand up the support tooling, knowledge base, and reporting; begin measuring against SLAs.

Establish a repeatable triage and resolution workflow and start clearing the backlog.

By 90 Days

Operate a functioning support desk meeting defined SLAs with visible metrics.

Present a staffing and scaling plan; begin hiring if volume warrants.

Required Qualifications

5+ years in customer or technical support, including experience building or leading a support function.

Strong technical troubleshooting ability with SaaS or data products.

Experience defining SLAs, support processes, and knowledge management.

Hands‑on mindset paired with the ability to scale a team and set strategy.

Excellent written and verbal communication with enterprise customers.

Preferred Qualifications

Experience supporting law firms or professional services organizations.

Familiarity with data platforms, integrations, SQL, or Microsoft Azure.

Experience administering support platforms and incident tooling.

Early‑stage or startup experience building a function from scratch.

Compensation and Benefits

Competitive salary, medical, dental, and vision insurance, 401(k) with employer match, unlimited PTO and company holidays, professional development support, and flexible hybrid work from our Indianapolis office.

Entegrata is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic.

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