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Technical Support Manager Jobs in Reston, VA (NOW HIRING)

Casepoint

Technical Support Engineer

Washington, DC · On-site

$95K - $115K/yr

The Technical Support Engineer (TSE) serves as a key player within Casepoint's US technical Support ... Manage, track, and resolve tickets within service level agreement thresholds, escalating as needed

Cellebrite

Technical Support Engineer

Tysons, VA · On-site +1

Troubleshoot to resolve technical issues on Cellebrite solutions for our customers, use Phone / E-mail / Chat services to support customers, use CRM for Case management * Handle cases remotely.

TD SYNNEX

Technical Support Engineer

Reston, VA · On-site

The Technical Support Engineer routinely acts independently while researching and developing ... Effectively manage customer escalations related to complex problems in Apptium software products to ...

INSPYR Solutions

Technical Support Technician

Manassas, VA · On-site

$35K - $44K/yr

They are seeking a Technical Support Technician to support critical infrastructure in a 24/7 ... change management activities • Create and maintain documentation; contribute to process ...

Synnex

Technical Support Engineer

Reston, VA

The Technical Support Engineer routinely acts independently while researching and developing ... Effectively manage customer escalations related to complex problems in Apptium software products to ...

Synnex

Technical Support Engineer

Reston, VA

The Technical Support Engineer routinely acts independently while researching and developing ... Effectively manage customer escalations related to complex problems in Apptium software products to ...

DANE LLC

Technical Support Specialist

Chantilly, VA · On-site

$62K - $67K/yr

As a valued member, you will play a crucial role in providing top-notch Account Management Services ... Experience providing Tiers 1 and 2 technical support for hardware and software. * Excellent ...

INSPYR Solutions

Technical Support Technician

Manassas, VA · On-site

$37K - $47K/yr

Title: Technical Support Technician Location: Manassas, VA Duration: 6 month contract (high ... Experience using ticketing systems to manage tasks and priorities * Experience working in a data ...

TD SYNNEX

Technical Support Engineer

Reston, VA · On-site

The Technical Support Engineer routinely acts independently while researching and developing ... Effectively manage customer escalations related to complex problems in Apptium software products to ...

JSI Telecom

Technical Support Advisor

Chantilly, VA · Hybrid

$95K - $160K/yr

... position of Technical Support Advisor. This is a mission critical position which is in direct ... Escalate issues which cannot be resolved to management and to other JSI groups. * Enter issues and ...

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Technical Support Manager information

See Reston, VA salary details

$30.7K

$89.4K

$153.5K

How much do technical support manager jobs pay per year?

As of Jul 17, 2026, the average yearly pay for technical support manager in Reston, VA is $89,380.00, according to ZipRecruiter salary data. Most workers in this role earn between $67,600.00 and $108,200.00 per year, depending on experience, location, and employer.

What is the role of a technical support manager?

A technical support manager oversees a team that provides technical assistance to customers or internal users, ensuring issues are resolved efficiently. They coordinate support activities, develop troubleshooting procedures, and may use tools like ticketing systems to track and manage support requests, often requiring strong communication and technical skills.

Is AI replacing tech support?

As a Technical Support Manager, it is important to understand that AI tools are increasingly used to automate routine tasks and improve efficiency in tech support. However, AI currently complements human agents by handling repetitive inquiries, while complex issues still require human expertise and problem-solving skills. The role involves overseeing AI integration and ensuring quality customer service alongside technical knowledge.

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 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.

What is the highest salary for technical support?

The highest salaries for technical support managers can exceed $100,000 annually, especially in large corporations or tech hubs, with experienced professionals or those managing large teams earning higher compensation. Salaries vary based on location, industry, certifications, and years of experience.

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 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 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.

How much do technical support managers make in the US?

Technical Support Managers in the US typically earn between $60,000 and $110,000 annually, with the median salary around $80,000. Salaries vary based on experience, location, company size, and industry, and the role often requires strong technical skills and leadership abilities.
More about Technical Support Manager jobs
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What cities near Reston, VA are hiring for Technical Support Manager jobs? Cities near Reston, VA with the most Technical Support Manager job openings:
Technical Support Manager jobs near you
Technical Support Engineer

Technical Support Engineer

Casepoint

Washington, DC • On-site

$95K - $115K/yr

Full-time

Posted 8 days ago

Job description

The Technical Support Engineer (TSE) serves as a key player within Casepoint’s US technical Support team. This customer-facing position supports Government and Commercial customers as they perform their eDiscovery tasks and provides technical support as needed.

The TSE provides user support for enterprise self-service clients by troubleshooting and resolving issues with the following: ingestion, processing, productions, data loading issues, cloud collections, integrations, and legal hold. TSEs also provide technical support to troubleshoot all Casepoint platform application issues and develop root-cause analyses. Strong candidates must have the right combination of organizational, multi-task management skills, technical acumen and/or education, and electronic discovery experience to successfully manage multiple tasks serving commercial customers.


This role is ideal for someone with a solid foundation in eDiscovery who is ready to take on more responsibility and contribute to the success of high-stakes legal projects.


Work Location & Flexibility:


Location Preference:
Priority consideration will be given to candidates located in the DMV (D.C., Maryland, Virginia) area. Applicants outside the region may also be considered based on qualifications and hiring needs.

Remote Work Eligibility:
This role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, KY, LA, MA, MD, MI, MN, NC, NH, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TX, VA, WA, WI, WV, WY. Applicants must reside in one of these states at the time of hire and throughout employment. If you live outside these states, unfortunately we’re not able to consider your application at this time.

Compensation:
Salary Range:

  • DMV Area: $95,324-$115,190
  • National (Outside DMV): $85,638-$103,486

Compensation will be based on experience, qualifications, and location.

What You’ll Do:

Administrative/User Support

  • Responsible for day-to-day task needs with government and commercial customers
  • Respond to end users and customers on basic technology-related issues and questions
  • Capture detailed information regarding the issue and resolutions in the ticket tracking system
  • Manage, track, and resolve tickets within service level agreement thresholds, escalating as needed
  • Support users who have issues with ‘self-service’ eDiscovery tasks, such as ingestion, processing, productions, data loading, cloud collections, legal hold, and other Casepoint platform application integrations. In addition, provide user support for the following:
  • Perform data analysis, data exports, and data manipulations
  • Convert, normalize, and migrate data from a variety of databases, converting text and image files to various formats
  • Provide coding support (e.g., Postgres) as needed for data ingestion, processing, or analysis. Address exceptions that occur while data processing, data ingestion, or any other eDiscovery requests
  • Perform data disposition activities like archive and deletion
  • Complete user-based administration tasks, including creating categorization tags and running searches in order to complete litigation support tasks
  • Set and manage expectations with customers
  • Communicate with project leads on estimates and deadlines for tasks
  • Assist project managers with Casepoint application tasks

Technical

  • Understand various components of the platform ELK Stack, PostgreSQL, Redis, Rabbit MQ, API servers, and their interaction. Possess basic understanding of virtual/cloud infrastructure and networks
  • Possess a basic understanding of file transfer technologies across various cloud/on-prem platforms
  • Analyze issues and provide detailed analysis to the Product team
  • Work with customers to reproduce issues and share the exact details with the Product team
  • Develop root cause analysis
  • Apply basic knowledge of PostgreSQL queries and procedures - advanced understanding is a plus
  • Provide structured and non-structured data analysis, data modeling, and optimization.
  • Make recommendations related to the performance and efficiency of data storage including more effective use of indexes or other DBMS specific features
  • Debug code with guidance from product team for troubleshooting


Coordination

  • Coordinate with internal teams (Information Services, Product, Customer Services) to ensure that system issues are resolved in time.
  • Serve as the main point of contact to resolve all aspects of the ticket and provide updates and resolution to the customer.


System Reliability Monitoring

  • Ensure system parameters are monitored and system is functioning normally at all times
  • Serve as point person when system reliability goes down
What You’ll Bring to the Team:
Education:
  • Computer science or information technology-related degree with a focus on database administration or data analysis or an equivalent combination of education and experience
  • Specialized Knowledge:
    • Minimum 2 years of experience in eDiscovery field
    • Strong understanding of the EDRM lifecycle
  • Technical Proficiency:
    • A solid understanding of database design and management, data processing activities, and legal document review requirements
    • Ability to work in a fast-paced, deadline-driven environment while handling multiple tasks through completion
  • Communication:
    • Excellent communication and customer service skills
    • Excellent client relationship skills which include the ability to proactively manage client expectations, recognize client needs and adapt company capabilities to consistently meet client requirements
  • Citizenship: US Citizenship (non-dual) is required by government contract.
  • Clearance: Current Secret or above clearance required.


About Casepoint:

OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo. The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance.

The Washington Post, which named OPEXUS + Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together. From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS + Casepoint offers the best of all worlds.

Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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