Senior Tech Support Manager

At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.

Position Overview:

The Senior Tech Support Manager leads a team of technical support specialists responsible for resolving complex customer issues across all product lines. This role is accountable for achieving operational and customer experience goals, including SLA attainment, case quality, backlog management, customer satisfaction, productivity, and employee development.

The Senior Tech Support Manager oversees workload distribution, escalations, quality assurance, workforce planning, and continuous process improvement to ensure efficient and effective service delivery. This role partners closely with Engineering, Product, QA, and other cross-functional teams to resolve customer-impacting issues, drive root-cause analysis, improve product stability, and enhance the overall customer support experience.