SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

Job Title: Manager, Technical Support

What We Are Looking For

We are seeking an early‑career professional with a strong foundation in technology and a passion for delivering exceptional customer support. As a Technical Support Manager, you bring energy, curiosity, and a proactive approach to identifying and resolving complex technical issues.

You demonstrate a solid understanding of computer networking principles, coupled with strong analytical and problem‑solving skills, and the ability to perform effectively in a fast‑paced environment. You are motivated to continuously learn, adapt, and grow, while maintaining a high standard of customer experience.

This role offers significant opportunities for professional development and the chance to build a long‑term career with SOTI.

What’s in it for you?

The People – From our humble origins in our founder’s basement to our industry‑leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun.

The Growth – Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast‑paced environment with a global reach that encourages you to make your mark and be part of something big.

The Technology – You’ll get the chance to work with leading‑edge technologies and take on complex and compelling projects, as part of highly team-oriented and agile teams.



You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.

What You Will Do

- Lead and manage a team of Team Leads and Technical Support Engineers across L1 to L3 support
- Conduct regular one‑on‑one meetings to drive performance, engagement, and career development
- Ensure adherence to SLAs, response times, and overall service quality standards
- Monitor support queues, escalations, and resolution effectiveness to maintain operational excellence
- Prepare and present monthly performance reports, including key metrics, insights, and improvement plans
- Coach and develop team members to enhance technical capability, productivity, and career progression
- Ensure teams are equipped with the right tools, resources, and knowledge for efficient operations
- Collaborate with cross‑functional teams such as Product, Engineering, and Customer Success to improve processes and customer outcomes
- Drive continuous improvement by identifying gaps, optimizing workflows, and updating documentation
- Support workforce planning, capacity management, and shift alignment to meet business demands
- Act as an escalation point for critical issues and ensure timely resolution
- Demonstrate flexibility to accommodate early or late calls and meetings based on business and regional requirements

Experience You Will Bring

- Degree or Diploma in Computer Networking, Information Technology, Computer Science, or a related technical field
- 8+ years of experience in technical support, including at least 3+ years in a leadership or management role

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📌 Manager, Technical Support – ANZ (City of Monash)
🏢 SOTI
📍 City of Monash