freehire launches on Product Hunt on 26 August.

Follow →

Precisely US Jobs

Discussion

Technical Support Manager

Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.

Overview:

Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 90 percent of the Fortune 100. Precisely's data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for a Technical Support Manager to lead a team delivering exceptional support across on-premises software installations and hosted managed services. This role combines people leadership, customer advocacy, and AI-enabled innovation to ensure consistent, high-quality customer experiences at scale. You will contribute to modernizing support through automation, GenAI, analytics, and intelligent self-service, while partnering closely with Engineering, Product, and Customer teams. The Pacific time zone location is required to provide coverage overlap with our Australia/APAC customers and support personnel.

What you will do:

  • Lead, coach, and develop a high-performing technical support team in a 24x7 global environment.
  • Manage two distinct team functions — Support Engineers delivering on-premises software support, and Technical Account Managers supporting hosted product customers (CCX, HMS, RCX)
  • Identify and implement collaboration models between Support Engineers and TAMs to improve cross-team case resolution, knowledge sharing, and customer experience continuity.
  • Support operational excellence across case management, escalations, and service delivery.
  • Build a strong team culture focused on service excellence, ownership, and accountability.
  • Oversee day-to-day support operations, including shift coverage, workload balancing, and escalation management.
  • Support the implementation of follow-the-sun coverage, including handoff protocols, shift coordination, and cross-regional team workflows.
  • Ensure consistent execution of global support processes, including case management and KCS.
  • Drive adherence to SLAs, response times, and resolution quality across phone, web, and community channels.
  • Manage critical customer escalations, coordinating with engineering (L3), product, and senior leadership as needed.

What we are looking for:

Required:

  • Enter Educational requirements: (Equivalent work experience will be accepted in place of the education requirement) Bachelor's degree from an accredited college (or equivalent experience)
  • Years of experience: 5+ years of experience in enterprise technical/customer support, including people leadership.
  • Years of experience needed with specific skills: 3 years managing teams
  • Specific technical or software skills required: MS Office Suite, knowledge of CRM, knowledge of AI implementations, SQL
  • Necessary certifications: None
  • Travel is required: Yes – Approximately %10% client visits and company meetings
  • Exceptional written and verbal communication skills, including English proficiency.
  • Detail-oriented personality with strong decision-making and time management skills; ability to manage multiple challenges and varying priorities with a sense of urgency.
  • Results-oriented mindset; demonstrated flexibility of schedule to meet customer needs and situational awareness while managing a team and/or project.

AI Skills/Knowledge:

  • Partner with cross-functional teams to introduce AI-powered support capabilities, including GenAI assistants, chatbots, and workflow automation.
  • Support the team's adoption of AI tools and workflows, helping Support Engineers and TAMs incorporate AI into their daily work practices.
  • Use AI-driven analytics and customer sentiment insights to identify trends, mitigate risk, and improve customer outcomes.
  • Ensure AI solutions adopted by the team are secure, scalable, and aligned with customer experience goals.
  • Experience with AI-powered support deflection or escalation routing a plus

Preferred Skills (a plus but not required):

  • Experience with data visualization tools such as Power BI or Tableau, supporting AI-driven reporting and client dashboards
  • Knowledge of web design and user experience
  • Knowledge of REST APIs or data interchange formats (e.g., JSON, XML), relevant to managing technically integrated client environments

#LI-DR1

#LI-Remote

The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice

Show

What this application asks

greenhouse

First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location

  • LinkedIn Profile
  • Are you 18 years or older? choose one
  • Are you legally authorized to work in the country in which you're applying for? choose one
  • (REQUIRED for Canadian or Mexican Citizens Only) Are you currently on a TN Visa? Any candidate who holds a TN, steps will need to be taken at the offer stage to have the TN transferred to Precisely, and approved, before the start date. choose one · optional
  • Do you now, or will you in the future, require a visa or any type of immigration sponsorship for work authorization in the country you are working from (e.g., H-1B, dependent visa)? Providing inaccurate or misleading information regarding your work authorization or future sponsorship needs will result in immediate disqualification from the hiring process or withdrawal of an employment offer. choose one
  • Are you currently on a STEM OPT? Providing inaccurate or misleading information regarding your work authorization or future sponsorship needs will result in immediate disqualification from the hiring process or withdrawal of an employment offer. choose one · optional
  • If you answered yes to either of the above immigration status questions, please provide details and state your current status, future sponsorship needs and expiration date if applies. optional
  • Preferred name optional
  • Do you have any relatives employed by this organization? choose one
  • If you answered yes to having a relative/relatives that currently work at Precisely at the time of applying, please list their name/names and relationship. optional
  • How did you hear about us? choose one
  • Have you ever been employed at Precisely? choose one
  • What is the notice period you need to give to your current organization if offered a position at Precisely? choose one
  • Do you reside in any of the following locations (Alaska, Hawaii, Montana, North Dakota, South Dakota, New Mexico, Wyoming, American Samoa, Guam, Northern Mariana Islands, Puerto Rico, Trust Territories, Virgin Islands) choose one
  • Precisely is empowering every employee with AI to unlock new ways of working, learning, and innovating. This question is to help us understand the extent of your knowledge and use with AI tools in your current job. Please select one of the below that best describes you. choose one
  • If you answered extensively or moderately to the above question, please list the AI tools you use and briefly describe how you use them in your work. written answer · optional
  • Based on your experience and the responsibilities of this role, what base salary range in local currency are you looking for? (please do not enter zero)
  • Do you live in the Pacific Time Zone? choose one

See also

55,182 jobs
Remote US jobs
16,177 jobs
Remote Worldwide jobs
41,664 jobs
JavaScript jobs
58,854 jobs
TypeScript jobs
149,152 jobs
Python jobs
50,254 jobs
React jobs
6,741 jobs
Go jobs
218,653 jobs
Senior-Level jobs
25,074 jobs
Backend jobs
11,699 jobs
Frontend jobs

Tailor your CV for this role?

We couldn't check your fit for this role — add a CV to your profile to see it next time.

A new version of freehire is available