68K–91K EUR / year
Staff Technical Support Manager, Enterprise
Customer successRemote — Germany
Published on 2026-10-17
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Build Mozilla’s first dedicated B2B technical support capability, defining its workflows, vendor model, escalation paths, metrics, and operating processes. Serve as the operational bridge between Enterprise customers, support vendors, and Mozilla’s Product and Engineering teams, including leading responses to major incidents.
About the company
Mozilla builds open-source products and technologies, including Firefox, that prioritize privacy, security, and an open internet.
The team
Customer Experience team
What you'll do
- Build and launch the B2B technical support operating model, workflows, governance, and improvement processes
- Manage external support vendors, including onboarding, workforce planning, performance, contracts, budgets, and renewals
- Create technical troubleshooting standards, training, playbooks, quality frameworks, and knowledge materials
- Forecast demand and capacity; recommend coverage, geographic, language, and service-model expansion
- Define support KPIs, dashboards, and operating reviews for quality, speed, customer experience, productivity, and cost
- Own technical escalations and coordinate major incident response, customer communications, resolution, and post-incident reviews
- Partner across Product, Engineering, Customer Success, Sales, Legal, Finance, and Procurement to improve the support experience
- Turn customer feedback and support trends into improvements to products, processes, documentation, tooling, and automation
What we're looking for
- 5+ years in B2B or Enterprise technical support, support operations, escalation management, or a related field
- Experience building or substantially scaling a support operation
- Experience managing outsourced support vendors, including training, workforce planning, quality, and performance
- Experience with vendor selection, contracts, budgets, forecasts, invoices, or procurement processes
- Experience with support platforms such as Zendesk or CRMs and issue-tracking systems such as Jira
- Strong Enterprise troubleshooting, escalation, and high-severity incident management skills
- Experience defining operational metrics and using dashboards and workforce planning to improve outcomes
- Technical fluency with browsers, web technologies, endpoint management, identity, certificates, proxies, networks, and security tools
Nice to have
- Multilingual or multi-region support operations experience
- Experience building and leading B2B or Enterprise technical support teams
- Familiarity with GDPR, enterprise security requirements, or regulated customer environments
- Fluent written and spoken French
Benefits
- Performance-based bonus plan
- Retirement contributions with immediate vesting
- Country-specific holidays and birthday day off
- Home office stipend
- Annual professional development budget
- Quarterly well-being stipend and company wellness days
- Paid parental leave