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SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.Job Title: Manager, Technical Support Who we areSOTI is the world's most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide.
SOTI's innovative portfolio of solutions and services provides the tools organizations need to truly mobilize their operations and optimize their mobility investments.
SOTI extends secure mobility management to provide a total, flexible solution for comprehensive management and security of all mobile devices and connected peripherals deployed in an organisation.
At SOTI, we celebrate the uniqueness of our global teams and are proud to be an equal opportunity workplace.
We are curious problem solvers who are committed to bringing the best mobile and IoT management solutions to the market.
We offer careers with #EndlessPossibilities.
What we are looking forAs a Tech Support Manager, you will lead and develop a high-performing technical support team, ensuring exceptional customer experience and operational excellence.
You bring a strong foundation in modern technologies, combined with proven leadership and problem-solving capabilities in a quick-paced environment.In this role, you will drive service quality, ensure SLA adherence, and continuously improve support processes while collaborating cross-functionally to deliver business outcomes.
You are passionate about coaching teams, optimising performance, and resolving complex technical challenges.
This is an opportunity to make a meaningful impact while growing your leadership 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 interesting projects, as part of highly collaborative 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 -1.
Team Leadership and OperationsManage and lead Team Leads and Support Engineers (L1–L3), ensuring high performance and accountability across the team.Set goals, track performance, and handle coaching and feedbackHire, onboard, and train new team membersKeep team morale strong and reduce attrition2.
Customer Support DeliveryMake sure cases, incidents, and escalations are handled within SLAAct as the final escalation point for critical or high-impact issuesImprove response time and resolution qualityDrive a strong customer experience, especially for enterprise clients3.
Incident and Escalation ManagementOwn major incidents from start to closureCoordinate with engineering, product, and infra teams during outagesRun RCA (root cause analysis) and share learningsBuild processes to prevent repeat issues4.
Stakeholder ManagementWork closely with regional leadership in ANZPartner with Sales,



Professional Services, and Product teamsCommunicate clearly with customers during incidents or escalationsRepresent support in leadership discussions5.
Process ImprovementIdentify gaps in support workflows and fix themBuild SOPs, playbooks, and escalation pathsImprove case handling efficiency and automationUse data to drive decisions6.
Metrics and ReportingTrack key metrics like SLA, CSAT, resolution time, backlogShare weekly and monthly reports with leadershipUse insights to improve team performance7.
Knowledge ManagementBuild and maintain an internal knowledge baseEnsure documentation is updated and easy to useEncourage the team to document fixes and learnings8.
Regional Alignment (ANZ Specific)Align support hours with ANZ business timingsUnderstand local customer expectations and compliance needsCoordinate with global teams for follow-the-sun supportShould be flexible to attend odd business hours, leadership, and escalation calls/meetingsSkills ExpectedStrong technical troubleshooting backgroundPeople management and leadership skillsGood communication, especially with global stakeholdersExperience with tools like Salesforce, Jira, Power BI etc.Ability to handle pressure during outagesExperience you will bring - Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical fieldMinimum 3+ years of technical support management experience and 6+ years of experience as a technical support lead.Outstanding verbal and written communication skills in EnglishStrong problem-solving abilities, Strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results-oriented)Knowledge of mobile computing space (Windows Mobile, iOS, Blackberry, and Android devices)Knowledge of software technologies, such as networking and databasesAny prior experience working with mobile device management solutions is an assetAny experience with Microsoft SQL#LI-DK1If you want to bring your ideas to life, apply at SOTI today.

📌 Manager, Technical Support (Melbourne)
🏢 SOTI
📍 Melbourne