Customer (Technical) Support Manager

Sensi.AI • Austin, TX, USA • 1m ago

Description

Why Join Sensi.AI

Sensi.AI is transforming the world of home care through agentic AI - and we’re just getting started. As a hyper-growth startup, every team member has the opportunity to make a real impact on people’s lives while working as part of a global, collaborative team in a flexible hybrid environment.

About The Role

We are looking for a Customer (Technical) Support Manager to lead and evolve our customer support function at the intersection of IoT, AI, and healthcare technology. In this role, you’ll oversee the day-to-day operations of our support department and ensure seamless hardware, software, and data support for our healthcare agency partners.

You’ll manage Tier 1 and Tier 2 support teams, optimize operational workflows, and serve as a key escalation point for complex technical issues involving Sensi’s in-home IoT devices and cloud-based systems.

Key Responsibilities

Lead and mentor a team of Tier 1 and Tier 2 customer support agents handling both software and IoT hardware inquiries.
Oversee all daily support operations, ensuring rapid, high-quality responses to issues involving connectivity, data accuracy, and device functionality.
Act as a bridge between customers, product, and engineering - translating field issues into technical feedback and improvement opportunities.
Design and refine troubleshooting protocols for IoT deployments, device pairing, connectivity, firmware, and cloud sync issues.
Manage escalations and coordinate with R&D teams to resolve complex technical incidents.
Develop reporting metrics (KPIs, SLAs, CSAT) to measure and improve support performance.
Ensure compliance with healthcare data regulations and privacy standards in all customer interactions.
Contribute to the improvement of installation, onboarding, and maintenance processes for IoT-based systems.

Requirements

3-5+ years of experience in technical or customer support management, ideally in IoT, SaaS, or health tech.
Strong understanding of hardware - software ecosystems, including device connectivity, network troubleshooting, and data integration.
Proven experience managing cross-functional support teams and multi-tiered escalation processes.
Excellent communication and problem-solving skills, with the ability to translate technical language for non-technical users.
Familiarity with CRM/ticketing tools (e.g., Hubspot, Aircall) and remote device monitoring platforms.
Hands-on experience with IoT systems, sensors, or edge devices is highly desirable.
Prior exposure to healthcare technology or HIPAA-compliant environments is a strong plus.