Manager Technical Support - US

Manager, Technical Support – North America

Location: Austin, TX Preferred or Remote (United States)

Internal Application Deadline Friday 20th March

Who We Are

Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit

www.certinia.com.

THE ROLE

In this role, you are responsible for operational excellence and execution within Certinia’s North America Global Support organization. As a premier Independent Software Vendor (ISV) built on the Salesforce platform, Certinia provides the technology that powers mission-critical operations for organizations ranging from high-growth to the world’s largest enterprises. This is a people-first leadership role focused on fostering growth through Individual Development Plans (IDPs) and managing the metrics (KPIs, CSAT, TTR) that define success. You will take full ownership of your team's output, ensuring they navigate our complex technical environment while leveraging AI for internal productivity and mastering the expertise required to support AI-driven features within Certinia’s product suite.

What You Will Do

This position requires technical sophistication to navigate high-stakes environments and the professional maturity to advocate for the team when systemic challenges arise. You lead with a "seek to understand" mindset, treating methodologies like Root Cause Analysis (RCA) as essential tools for continuous service improvement and scale. By partnering across the business with teams like Product, Engineering, and Customer Success, you ensure technical obstacles are addressed at the root. Furthermore, your ability to lead high-stakes customer calls provides a clear path forward during complex de-escalations.

KEY FOCUS AREAS

• People Leadership: Mentoring talent and building career paths through formal IDPs and active coaching to ensure high performance and employee satisfaction.
• Removing Roadblocks: Acting as a primary advocate for the team by identifying and resolving hurdles that impede success, ensuring the team has the cross-functional resources needed to solve complex challenges.
• Continuous Service Improvement: Driving efficiency and systemic scale using data-driven methodologies and process rigor (e.g., ITSM, ITIL, RCA).
• Cross-Functional Partnership: Aligning with Product and Engineering to solve problems at the source and enhance the overall product experience.
• Strategic AI & Innovation: Driving internal efficiency via AI tools while ensuring the team is technically prepared to troubleshoot AI-integrated products for our customers.
• Customer Engagement: Directly engaging with customers to restore confidence and ensure technical stability.
  
  

Qualifications

• Leadership: Proven track record of leading technical teams with a focus on coaching, metrics-driven performance, and cultural health.
• Technical Leadership: Experience leading high-performing technical teams within complex software environments, with the professional maturity to guide experts without needing to be the primary subject matter expert.
• Process Mindset: Expertise in service improvement methodologies (ITSM, ITIL, RCA) and a commitment to operational excellence.
• Communication: Exceptional ability to translate complex technical challenges into actionable updates for customers and stakeholders.
• Availability: Ability to participate in a weekend on-call management rotation to support our global commitment to customer success.
  
  

The reasonably expected base salary range for this full-time position is $119,000 - $160,000 annually. Please note that the final offer will be determined by a variety of factors, including the candidate’s relevant experience, skills, and qualifications, as well as internal equity and market data.

In Addition To a Competitive Base Salary, Certinia Offers

• Holistic Wellness Program: Monthly wellness stipends to use toward gym memberships, mental health resources, or fitness equipment, alongside access to premium wellness apps.
• Flexible Work Environment: We support work-life balance through a variety of remote, hybrid and flexible scheduling options for many roles.
• Industry-Leading Parental Leave: Generous fully-paid parental leave for birthing and non-birthing parents to support your family’s newest additions.
• Comprehensive Coverage: Premium medical, dental, and vision insurance, a 401(k) with a competitive company match, and generous paid time off (PTO) plus observed company holidays.
  
  

Growth & Development: A commitment to your professional evolution through internal workshops, skill-building initiatives, and supported learning paths.