ZipRecruiter

Log In

1

Technical Support Operations Manager Jobs in Massachusetts

UNAVAILABLE

Senior Manager, Technical Support

Bedford, MA · On-site

$140K - $180K/yr

Overview Job Summary The Senior Manager, Technical Support provides strategic leadership, operational direction, and people management for the North America Technical Support Groups across all ...

Amtech

Technical Support Specialist

Westford, MA · On-site

... and operations of products. • Support occasional after-hours calls and travel as needed for ... management. • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and ...

Amtech

Technical Support Specialist

Westford, MA · On-site

... operations of products. * Support the software team and Field Service Engineers with MES ... management. * Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and ...

10Beauty

Technical Support Engineer

Burlington, MA · Remote

Monitor system health alerts and proactively respond to operational issues * Partner cross ... in technical support, support engineering, technical operations, or customer-facing engineering ...

10Beauty

Technical Support Engineer

Burlington, MA · On-site

$100K - $115K/yr

Monitor system health alerts and proactively respond to operational issues * Partner cross ... in technical support, support engineering, technical operations, or customer-facing engineering ...

Namely

Technical Support Engineer

Burlington, MA · On-site

$100K - $115K/yr

Monitor system health alerts and proactively respond to operational issues * Partner cross ... in technical support, support engineering, technical operations, or customer-facing engineering ...

Ralliant

Technical Sales Manager

Boxborough, MA · On-site

Commercial Support & Escalation Management * Collaborate with Sales, Marketing, Product Management, Engineering, Quality, and Operations to solve customer challenges and support business growth.

Werfen

Technical Support Specialist

Bedford, MA

$80K - $95K/yr

Participated in additional projects as assigned by Technical Support Management * Other duties as assigned Networking/Key relationships * North America Commercial Operations * Client Services

Vaisala

Technical Support Specialist

Boston, MA · On-site

Manage support cases efficiently to consistently meet response time, resolution, and customer satisfaction targets (KPIs and SLAs). * Investigate and resolve complex technical issues involving ...

Werfen

Technical Support Specialist

Bedford, MA · On-site

$80K - $95K/yr

Participated in additional projects as assigned by Technical Support Management * Other duties as assigned Networking/Key relationships * North America Commercial Operations * Client Services

Ralliant

Technical Sales Manager

Boxborough, MA · On-site

Commercial Support & Escalation Management * Collaborate with Sales, Marketing, Product Management, Engineering, Quality, and Operations to solve customer challenges and support business growth.

next page

Showing results 1-20

All JobsTechnical Support Operations JobsTechnical Support Operations Manager JobsTechnical Support Operations Manager Jobs in Massachusetts

Technical Support Operations Manager information

What does a technical support operations manager do?

A Technical Support Operations Manager oversees the daily operations of a technical support team, ensuring that customer issues are resolved efficiently and effectively. They are responsible for developing support policies, managing staff performance, and implementing strategies to improve service quality. This role often involves analyzing support metrics, handling escalations, coordinating with other departments, and driving initiatives to enhance customer satisfaction. Additionally, they play a key role in training team members and adopting new technologies to streamline support processes.

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

To thrive as a Technical Support Operations Manager, you need strong leadership abilities, experience in technical support environments, and a bachelor's degree in a related field. Familiarity with customer relationship management (CRM) platforms, ticketing systems like Zendesk or ServiceNow, and ITIL certifications are typically required. Excellent communication, problem-solving, and team management skills help you motivate teams and resolve escalated issues efficiently. These competencies ensure operational excellence, high customer satisfaction, and effective management of support teams in dynamic technology environments.

What are some common challenges faced by technical support operations managers, and how can they be addressed?

Technical Support Operations Managers often face challenges such as balancing high service quality with efficiency, managing escalated customer issues, and keeping teams motivated during periods of high demand. To address these, it's important to implement clear processes for ticket prioritization, provide ongoing training for support staff, and foster open communication across teams. Additionally, leveraging data analytics to monitor performance metrics can help quickly identify areas for improvement and ensure consistent customer satisfaction.

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

AspectTechnical Support Operations ManagerTechnical Support Specialist
Required CredentialsBachelor's degree, management experience, technical certificationsTechnical diploma or associate degree, technical certifications
Work EnvironmentOversees support teams, manages operations, strategic planningProvides direct technical support to customers, troubleshooting
Employer & Industry UsageIT companies, tech support departments, service providersCustomer service centers, IT support teams, tech companies
Common Search & Comparison IntentUnderstanding managerial roles, career progressionTechnical skills, daily responsibilities

The Technical Support Operations Manager focuses on overseeing support teams, managing operations, and strategic planning, often requiring management experience and certifications. In contrast, the Technical Support Specialist provides direct technical assistance to customers, troubleshooting issues. Both roles are common in IT and tech support industries, but they differ significantly in responsibilities and required credentials.

What cities in Massachusetts are hiring for Technical Support Operations Manager jobs?

Cities in Massachusetts with the most Technical Support Operations Manager job openings:

Infographic showing various Technical Support Operations Manager job openings in Massachusetts as of August 2026, with employment types broken down into 1% As Needed, 70% Full Time, 22% Part Time, 1% Temporary, 5% Contract, and 1% Nights. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution.

Sr. Systems Dev. Manager, Amazon Robotics Technical Support

Westborough, MA • On-site

Amazon
IT Services • 10K+ employees
Learn more about Amazonexternal

$116K - $161K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 11 hours ago

Amazon rating

7.4

Company rating: 7.4 out of 10

Based on 7,171 frontline employees who took The Breakroom Quiz

Job description

We are seeking a Senior Systems Development Manager to lead and grow a high-performing team of Systems Development Engineers (SysDEs) responsible for building AI-powered automation tooling and managing global technical support operations. This is a unique opportunity to combine deep technical leadership with operational excellence at scale, driving innovation that directly impacts the reliability and efficiency of our technical support systems worldwide.
As a Senior Systems Development Manager, you will own the strategy, execution, and delivery of automation platforms, AI/ML-driven solutions, and self-service workflows while simultaneously leading a 24/7 global technical support organization. You will be responsible for scaling the team, raising the technical bar, and delivering measurable improvements in operational efficiency

The successful candidate will be a collaborative, hands-on manager with a track record of leading engineering and support/operations teams to build high-performance, scalable and reliable automated workflows that solve real-world problems.
Key job responsibilities
Team Leadership & Growth: Build, mentor, and scale a growing team of Systems Development Engineers across multiple geographies. Foster a culture of ownership, innovation, and operational excellence.
AI & Automation Tooling Development: Define and execute the technical vision for AI-powered automation platforms, including intelligent ticket routing, self-service workflows, predictive analytics, and generative AI solutions that reduce manual toil and improve resolution times.
Global Technical Support Operations: Own and manage a global, robotics technical support organization, ensuring 24/7 coverage, SLA adherence, and continuous improvement of support processes across regions.
Strategic Planning: Develop multi-year roadmaps that align automation investments with business priorities

Identify opportunities to leverage AI/ML to transform support operations.
Operational Excellence: Establish and track key development and performance metrics (e.g., ticket reduction, time-to-resolve, automation coverage). Drive root cause analysis, problem management, and systemic improvements for the development team.
Cross-Functional Collaboration: Partner with product, engineering, and program management teams to ensure supportability of new product introductions (NPIs) and influence system design for operability.
Technical Bar Raising: Set engineering standards, conduct design reviews, and ensure the team delivers scalable, reliable, and maintainable solutions.
Stakeholder Management: Communicate effectively with senior leadership, providing visibility into team performance, strategic initiatives, and investment needs.
A day in the life
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children can use. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment

The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3.

Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you. At Amazon, we value people with unique backgrounds, experiences, and skillsets.

If you're passionate about this role and want to make an impact on a global scale, please apply!

What Amazon employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Amazon logo

About Amazon

Sourced by ZipRecruiter

Amazon.com, Inc., commonly known as Amazon, is an American multinational technology company. It was founded by Jeff Bezos in 1994 and initially started as an online marketplace for books. Since then, Amazon has expanded its operations and become one of the largest e-commerce companies in the world. Amazon's primary business is its online retail platform, where customers can purchase a vast array of products, including electronics, clothing, books, home goods, and much more. The company offers a convenient and user-friendly shopping experience, with features such as fast shipping, customer reviews, and personalized recommendations. In addition to its e-commerce platform, Amazon has diversified its business into various other areas. One of its notable ventures is Amazon Web Services (AWS), a comprehensive cloud computing platform that provides services such as storage, compute power, and database management to individuals and businesses. AWS has become a leader in the cloud computing industry, powering many websites and applications worldwide. Amazon has also developed its own consumer electronics, including the popular Amazon Kindle e-reader, Fire tablets, Fire TV streaming devices, and the Alexa-powered Echo smart speakers. The Alexa voice assistant, integrated into these devices, allows users to interact with their devices using voice commands, perform tasks, and access information. Furthermore, Amazon has expanded into media and entertainment. It operates Prime Video, a streaming service that offers a wide range of movies, TV shows, and original content. Amazon Music provides a platform for streaming and purchasing digital music, while Audible offers audiobooks and other audio content. The company's commitment to customer satisfaction and convenience is demonstrated by its membership program, Amazon Prime. Prime members receive various benefits, including free two-day shipping, access to streaming services, exclusive deals, and more.

Industry

It services, book publishers, retail, real estate, computer and electronic product manufacturing and software development

Company size

10,000+ Employees

Headquarters location

Seattle, WA, US

View All Amazon Jobs

Apply