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Staff Technical Support Manager, Enterprise
Customer successWorkplace — unknown
Published on 2026-10-17
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About this role
Build Mozilla’s first dedicated B2B technical support capability and own its operating model, workflows, vendor relationships, and performance. The role connects Enterprise customers and frontline support with Product and Engineering, including leading responses to major incidents and shaping support operations as the business grows.
About the company
Mozilla builds open-source products and technologies, including Firefox, that prioritize privacy, security, and an open internet.
The team
Mozilla’s Customer Experience team.
Stack
ZendeskJira
What you'll do
- Build and launch the B2B technical support operating model, workflows, escalation paths, and improvement processes.
- Manage outsourced support vendors, including onboarding, workforce planning, performance, contracts, and renewals.
- Develop troubleshooting standards, training, playbooks, quality frameworks, and support knowledge materials.
- Forecast support demand and capacity, and recommend coverage, geographic, and service-model expansions.
- Set service objectives, KPIs, dashboards, and operational reviews for quality, speed, customer experience, productivity, and cost.
- Own technical escalation processes and coordinate complex issues across Support, Engineering, Product, Security, and business teams.
- Lead major incident responses, customer and leadership communications, resolution coordination, and post-incident reviews.
- Turn customer feedback and support trends into improvements to products, documentation, processes, tooling, and automation.
What we're looking for
- 5+ years in B2B or Enterprise technical support, support operations, escalation management, support engineering, or a related field.
- Experience building, scaling, or transforming a support operation.
- Experience managing outsourced support vendors, including training, workforce planning, quality assurance, and performance governance.
- Experience with vendor commercial processes such as contracts, budgets, forecasts, invoices, or renewals.
- Strong Enterprise support, technical troubleshooting, escalation, and high-severity incident management skills.
- Experience with support platforms and issue-tracking systems, including reporting, workflow design, and operational analytics.
- Technical fluency in enterprise software and managed environments, including web technologies, identity, certificates, networks, proxies, and security tools.
- Fluent written and spoken German and English.
Nice to have
- Fluency in French.
- Experience with multilingual or multi-region support operations.
- Experience building and leading B2B or Enterprise technical support teams.
- Familiarity with GDPR, enterprise security requirements, or regulated customer environments.
Benefits
- Performance-based bonus plan.
- Retirement contributions with immediate vesting.
- Quarterly wellness days and a quarterly well-being stipend.
- Country-specific holidays and a day off for your birthday.
- Home office stipend and annual professional development budget.
- Paid parental leave.