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Technical Support Manager Jobs in Gilroy, CA (NOW HIRING)

Securiti.ai

Technical Support Lead - USA

San Jose, CA · Remote

Technical Support Lead - USA (Remote) Securiti has been widely recognized as an industry innovator ... Communicate effectively with both internal and external senior-level management to understand ...

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Technical Support Manager information

See Gilroy, CA salary details

$31.2K

$90.9K

$156.1K

How much do technical support manager jobs pay per year?

As of Sep 2, 2026, the average yearly pay for technical support manager in Gilroy, CA is $90,918.00, according to ZipRecruiter salary data. Most workers in this role earn between $68,800.00 and $110,100.00 per year, depending on experience, location, and employer.

What is a technical support manager?

A technical support manager is in charge of the technical service operations for a company or organization. They oversee IT, engineering, or maintenance staff members to ensure the proper handling of network problems. Job duties include monitoring inventory, designing and implementing better processes or policies for operation, recommending product or service changes, and ensures all projects meet customer needs and budget requirements. Strong computer and communication skills are vital for this career. Qualifications begin with at least a bachelor’s degree in computer science or a related field and at least five years of relevant experience, including at least a couple years supervising. Employers typically prefer candidates to have a master’s degree in business administration.

What does a technical support manager do?

A Technical Support Manager oversees a team of technical support specialists who assist customers or clients with software, hardware, or technical issues. Their responsibilities include managing daily operations, training staff, developing support strategies, and ensuring high-quality customer service. They also analyze support metrics, handle escalated issues, and collaborate with other departments to improve products and services. Ultimately, their goal is to ensure efficient and effective resolution of technical problems while maintaining customer satisfaction.

What are the key skills and qualifications needed to thrive as a technical support manager, and why are they important?

To thrive as a Technical Support Manager, you need strong leadership, in-depth technical knowledge of products or services, and experience in troubleshooting and customer service, often supported by a degree in IT or a related field. Familiarity with ticketing systems (like Zendesk or Jira), ITIL certification, and knowledge of CRM or remote support tools are typically required. Excellent communication, conflict resolution, and team management skills help you motivate teams and manage challenging customer interactions. These skills ensure efficient support operations, high customer satisfaction, and effective resolution of technical issues.

What are some common challenges faced by technical support managers, and how can they address them?

Technical Support Managers often face challenges such as balancing team workload, handling escalated customer issues, and ensuring consistent service quality. Managing high-pressure situations and maintaining team morale during peak periods are also common. To address these, managers can implement clear escalation protocols, provide ongoing training, and foster open communication within the team. Regularly reviewing customer feedback and metrics helps identify areas for improvement, while supporting professional development keeps the team engaged and effective.

What is the difference between Technical Support Manager vs Technical Support Specialist?

AspectTechnical Support ManagerTechnical Support Specialist
Required CredentialsBachelor's degree in IT, Computer Science, or related field; often leadership experienceAssociate's or Bachelor's degree; technical certifications (e.g., CompTIA, Microsoft)
Work EnvironmentSupervisory role overseeing support teams, managing escalationsHands-on technical support, troubleshooting customer issues
Employer & Industry UsageIT departments, tech companies, customer service centersHelp desks, technical support centers, IT service providers

The Technical Support Manager focuses on leading support teams, managing escalations, and strategic planning, while the Technical Support Specialist handles direct technical troubleshooting and customer assistance. Both roles require technical knowledge, but the manager's role emphasizes leadership and coordination.

How much does a technical support manager make in the US?

The average salary for a technical support manager in the US is around $70,000 to $100,000 per year, depending on experience, industry, and location. Managers with certifications or specialized technical skills may earn higher salaries, and the role often involves overseeing support teams and utilizing help desk software.
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Technical Support Manager jobs near you
Infographic showing various Technical Support Manager job openings in Gilroy, CA as of August 2026, with employment types broken down into 1% As Needed, 71% Full Time, 23% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $90,918 per year, or $43.7 per hour.

Technical Support Engineer

FEITIAN Technologies US Inc

San Jose, CA • On-site

$80K - $100K/yr (+ commission)

Full-time

Medical, Dental, Retirement, PTO

Posted 15 days ago

Job description

About the Role

We're looking for a Technical Support Engineer to own front-line and escalated support across both of FEITIAN US's core business areas: Smart Payment & IoT and Identity & Authentication. You will work directly with enterprise customers, financial institutions, acquirers, ISOs and ISVs, payment processors, distributors, resellers, system integrators, and merchants to diagnose issues, support integrations and deployments, and keep customer environments operating securely and reliably.

This role is expected to build deep product knowledge across FEITIAN's payment and identity solutions. Over time, the Technical Support Engineer should become a trusted technical owner who can independently isolate root causes, recommend practical workarounds, resolve recurring issues, and provide R&D and QA with complete, actionable escalations when engineering support is required.


Key Responsibilities

1. Smart Payment & IoT Support

  • Serve as a primary technical contact for support requests involving FEITIAN payment terminal hardware, firmware, payment applications, software development kits (SDKs), APIs, and terminal management system (TMS) software.
  • Troubleshoot Android payment terminal issues involving hardware, firmware, Wi-Fi/Ethernet/cellular connectivity, peripherals, transaction flows, and payment applications.
  • Support terminal deployment projects for acquirers, ISOs, ISVs, processors, and merchants, including provisioning, application loading, TMS configuration, rollout validation, and field issue resolution.
  • Coordinate remote and local key injection for PIN keys and P2PE/SRED data with key-injection facilities, security teams, processors, and customers.
  • Support EMVCo, PCI PTS, card-brand, and payment-application certification activities, including test execution, log collection, issue triage, and coordination with internal and external stakeholders.
  • Guide processors, ISVs, and system integrators through FEITIAN payment SDK and API integrations with host, gateway, and acquiring systems.
  • Assist distributors and customers with hardware diagnostics, repair, refurbishment, warranty review, and RMA tracking.

2. Identity & Authentication Support

  • Provide technical support for FEITIAN’s multi-factor authentication portfolio, including FIDO security keys, PKI/PIV credentials, OTP tokens, biometric authenticators, and KeyMS lifecycle management solutions, across enterprise and regulated customer environments.
  • Troubleshoot registration and authentication issues involving FIDO2/WebAuthn, CTAP, NFC, USB, Bluetooth, PIN and biometric verification, browsers, operating systems, mobile devices, identity providers, and customer authentication policies.
  • Support enterprise deployment, provisioning, inventory, policy, firmware, and lifecycle-management workflows for FEITIAN security keys and KeyMS.
  • Reproduce compatibility issues across Windows, macOS, Linux, Android, iOS, browsers, identity platforms, and device models, and clearly distinguish product, platform, application, and configuration causes.
  • Assist customers and partners with integration, proof-of-concept, pilot, and production-rollout activities for phishing-resistant authentication solutions.3. Cross-Business Support and Operations
  • Own cases from initial intake through resolution: assess business impact, collect evidence, reproduce issues, document findings, coordinate internal resources, provide workarounds, and maintain clear customer communication.
  • Work across time zones with R&D, QA, Product Management, Operations, Sales, and manufacturing teams while continuing independent investigation and customer follow-up during engineering handoffs.
  • Create and maintain knowledge-base articles, troubleshooting workflows, integration guides, release notes, and internal case documentation so recurring issues can be resolved more quickly.
  • Track support cases in the ticketing system, meet SLA commitments, prioritize production and security-impacting issues, and provide concise status updates to customers, partners, and internal stakeholders.
  • Assist with product validation, regression testing, test automation, beta programs, and documentation review before new hardware, firmware, software, and platform releases.

Qualifications

  • 3+ years of experience in technical support, field application engineering, systems integration, enterprise authentication, payment technology, embedded devices, or a related customer-facing technical role.
  • Bachelor's degree in Computer Science, Electrical Engineering, Information Technology, Cybersecurity, or equivalent practical experience.
  • Strong troubleshooting methodology: able to isolate variables, reproduce problems, interpret logs, test hypotheses, document evidence, and determine when escalation is appropriate.
  • Experience with one or more of the following is preferred: POS/payment terminals, Android or embedded devices, payment SDKs/APIs, EMV transaction flows, PCI PTS/P2PE, EMVCo, FIDO2/WebAuthn/CTAP, security keys, identity providers, or device-management platforms.
  • Comfortable troubleshooting across Android, Windows, macOS, Linux, iOS, browsers, networks, USB/NFC/Bluetooth interfaces, and cloud or back-office systems.
  • Basic scripting, API-debugging, or command-line skills (for example, Python, REST APIs, log tools, packet captures, or shell utilities) to reproduce and diagnose issues.
  • Strong written and verbal communication skills; able to explain complex technical issues clearly to executives, administrators, engineers, channel partners, and end users without overpromising or assigning blame.
  • Demonstrated ownership, customer empathy, curiosity, sound prioritization, and the ability to remain effective when information is incomplete or multiple urgent issues compete for attention.
  • Ability to work on-site or hybrid from the San Jose, California office, with occasional travel for customer deployments, partner support, certifications, or industry events.

Company Description

FEITIAN Technologies US, Inc., based in San Jose, California, is the U.S. subsidiary of FEITIAN Technologies Co., Ltd., a leading provider of digital technologies and manufacturer of cybersecurity solutions.

FEITIAN serves customers in more than 100 countries and regions worldwide. With five overseas branches across Asia, Europe, and North America, supported by an experienced international team, we are well positioned to deliver responsive and localized support to customers around the globe.

FEITIAN has more than 1,000 employees, with over half of its workforce dedicated to research and development. Over the past 28 years, sustained investment in R&D and a deep understanding of customer needs have enabled FEITIAN to continuously develop a diverse portfolio of innovative products supported by international patents and certifications.

Established in 1998, FEITIAN has remained committed to providing customers and partners with innovative, reliable, and high-quality products and solutions.