Technical Support Manager

About PackageX
PackageX is the execution layer for physical AI in enterprise logistics. We enable enterprises to see, understand, and execute real-world logistics operations in real time using Vision–Language–Action intelligence.

We sit between systems of record (ERP, WMS, TMS) and the physical world, turning cameras, people, and automation into deterministic, auditable workflows. Rather than replacing existing systems, PackageX makes them operationally intelligent.

We start with inbound receiving, the highest-friction choke point in logistics, and expand across adjacent workflows, sites, and automation modes. This creates a workflow-led enterprise expansion motion that compounds inside complex operations.

We're a fast-growing pre-Series A stage startup in New York City with a distributed global team backed by Bullpen Capital, Pritzker Group, Sierra Ventures, Ludlow Ventures, MXV Capital, and NSV Wolf Capital.

Role Overview
We are looking for a Technical Support Manager who is first and foremost a skilled engineer. In this role, you will lead our team of support engineers and serve as the primary technical voice for our customers.
You won't just oversee the ticket queue; you will actively debug production issues in our Node.js backend, ship code fixes, and manage high-stakes communication with our clients. You are the "technical face" of the company for our customers and a mentor for your internal team.

Key Responsibilities
· Lead and manage the Technical Support team to deliver a high-quality, customer-centric support experience.
· Serve as the primary escalation point for customer-facing technical issues, ensuring clear communication, timely updates, and effective resolution.
· Collaborate closely with Engineering teams to triage defects, analyze Node.js code to identify root causes, and confirm fixes before customer rollout.
· Apply engineering and debugging best practices to ensure accurate bug reproduction, detailed test cases, and validation for reported issues.
· Represent customer pain points and recurring issues in product and engineering discussions to drive quality and usability improvements.
· Build and maintain Node.js scripts, utilities, and internal tools to automate recurring support tasks, data validation, and reporting workflows.
· Establish and improve customer support processes, SLAs, escalation frameworks, and quality benchmarks.
· Review support tickets, customer feedback, and incident trends to identify quality gaps and improvement opportunities proactively.
· Prepare and deliver customer-facing and internal reports, Root Cause Analysis (RCA) documents, and presentations on incidents, product quality, and support performance.
· Partner with Customer Success and Account teams to ensure alignment of customer expectations, communications, and satisfaction.

Skills & Qualifications
· Bachelor’s degree in computer science, Engineering, Information Systems, or a related field.
· 5+ years of experience in Technical Support, Software Engineering, or Customer Engineering roles, with at least 2+ years in a leadership capacity.
· Strong understanding of software quality assurance, lifecycle management, and release validation processes to ensure production stability.
· Customer-first mindset with proven experience handling enterprise customers, managing expectations, and resolving high-impact escalations.
· Strong proficiency in Node.js with hands-on experience in coding, debugging, and automation to build internal tools and troubleshooting backend issues.
· Ability to translate complex technical issues (code/infrastructure) into clear, customer-friendly explanations for non-technical stakeholders.
· Experience working in fast-paced SaaS environments and collaborating within cross-functional engineering teams.
· Strong analytical, problem-solving, and Root Cause Analysis (RCA) skills to investigate production incidents.
· Excellent communication, presentation, and stakeholder management skills.
· Familiarity with ticketing systems (HubSpot/Linear), monitoring platforms (Sentry), and incident management frameworks.