Technical Support Manager

About Us

Veteran Tickets Foundation (Vet Tix) is the nation's largest veteran service organization, supporting over 2.5 million VetTixers.

We are a national, non-profit organization that provides free tickets to events for currently serving military members, veterans, first responders, and their families.

Since 2008, we've distributed more than 34 million tickets to concerts, shows, sporting events, and experiences across the country — made possible by our generous donors and dedicated team.

As we continue to grow, Vet Tix is seeking an experienced Technical Support Manager to oversee our support operations, lead our support staff, and ensure our VetTixers receive accurate, timely, and high-quality assistance.

Military veterans or those currently serving are strongly encouraged to apply.
(If you are a veteran, please include that information on your resume.)

Role Overview

The Technical Support Manager is a hands-on leadership role responsible for:

• Overseeing daily support operations
• Directly answering support tickets when needed
• Coaching and reviewing support staff responses for accuracy and quality
• Partnering with engineering and product teams to identify trends, bugs, and opportunities for automation

This role sits at the intersection of people leadership, technical understanding, and customer advocacy.

Responsibilities

• Manage and mentor the Technical Support team, including training, coaching, and performance feedback
• Review and audit support ticket responses to ensure accuracy, consistency, and tone
• Personally handle escalated or complex technical support tickets
• Own support workflows, documentation, and internal knowledge bases
• Identify recurring issues and collaborate with engineering to improve systems and reduce ticket volume
• Ensure support staff follow best practices and do not provide unnecessary or incorrect troubleshooting steps
• Help shape how AI and automation are used within the support system
• Track and report on key support metrics (response time, resolution time, ticket trends, quality issues)
• Serve as the primary liaison between Support, Engineering, and Product teams

What We're Looking For

• 5+ years of experience in technical support, support operations, or support leadership
• Prior experience managing or mentoring support staff
• Strong technical aptitude — able to understand systems, APIs, and software behavior (without needing to write production code daily)
• Experience working with ticketing systems, SaaS platforms, or high-volume customer support environments
• Excellent written communication skills with a strong focus on clarity and accuracy
• High attention to detail and a strong sense of ownership

Technical & Operational Knowledge (Preferred Understanding of:)

• Web applications and APIs (REST, JSON)
• Authentication systems (OAuth, SSO, , etc.)
• Mobile apps and web platforms
• Common cloud concepts (AWS, Azure, GCP — high level)
• Ability to read logs, identify patterns, and communicate technical issues clearly to engineers
• Familiarity with support platforms such as ServiceNow, Zendesk, Freshdesk, or similar systems

Education & Certifications

We do not require a specific degree, but the following backgrounds are helpful:

Degrees (Preferred, not required)

• Computer Science
• Information Systems
• Information Technology
• Software Engineering
• Or equivalent real-world experience

Certifications (Nice to Have, Not Mandatory)

These are pluses , not gatekeepers:

• ITIL Foundation (strong fit for support leadership)
• CompTIA A+, Network+, or Security+
• ServiceNow certifications (if applicable)
• AWS Cloud Practitioner (basic understanding is sufficient)

We value practical experience, judgment, and leadership over collecting certifications.

Job Type: Full-time

Pay: $100, $105,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Health savings