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.

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Job Title : Manager, Technical Support

Who we are

SOTI 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 prospect 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 for

As 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 robust and reduce attrition
2. 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 clients
3. 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 issues
4. 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 discussions
5. Process ImprovementIdentify gaps in support workflows and fix themBuild SOPs, playbooks, and escalation pathsImprove case handling efficiency and automationUse data to drive decisions
6. Metrics and ReportingTrack key metrics like SLA, CSAT, resolution time, backlogShare weekly and monthly reports with leadershipUse insights to improve team performance
7. Knowledge ManagementBuild and maintain an internal knowledge baseEnsure documentation is updated and easy to useEncourage the team to document fixes and learnings
8. 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/meetings

Skills Expected

- Strong technical troubleshooting background
- People management and leadership skills
- Good communication, especially with global stakeholders
- Experience with tools like Salesforce, Jira, Power BI etc.
- Abili

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