Technical Support Manager

Warmboard Inc., located in Scotts Valley, is the number one radiant floor heating brand in North America. We're renowned for the quality and performance of our products.

The ideal candidate has hands-on experience in residential construction. In addition to general construction knowledge, they will have knowledge of all aspects of HVAC, but especially radiant floor heating, boilers, heat pumps, air conditioning, ERV and HRV technologies, as well as the controls that are applied to these systems.

What you'll do:

Team Leadership & Execution

• Lead ongoing training and development of Technical Support team members
• Coach the team to deliver high-quality technical support
• Serve as an escalation point for complex issues, stepping in directly when needed to support customers and the team
• Guide day-to-day execution, ensuring issues are handled efficiently based on complexity

Technical Support Operations

• Oversee daily support across phone and email channels, with a strong emphasis on a phone-first support model
• Build and reinforce best practices for handling real-time customer interactions over the phone, including troubleshooting, communication, and de-escalation
• Act as a hands-on leader, stepping in during peak times and complex situations
• Drive effective troubleshooting across hardware, software, and system-related issues
• Own and optimize case management workflows to improve resolution speed and consistency

Process & Cross-Functional Collaboration

• Partner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliability
• Build and manage Help Center and knowledge base content to improve self-service and internal support
• Identify trends and provide feedback to drive product and process improvements

Reporting & Continuous Improvement

• Analyze support metrics to identify gaps and improve performance
• Forecast staffing needs and ensure proper coverage
• Continuously refine processes, tools, and documentation to improve efficiency and scale
• Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience

Who you are:

• 5+ years of experience in technical support or support engineering
• 3+ years leading teams in a hardware + software environment
• Strong hands-on troubleshooting across devices, systems, and integrations
• Experience in a phone-first support environment with real-time coaching
• Proven ability to build and scale support processes, workflows, and infrastructure
• Strong understanding of case management, escalations, and SLA-driven support
• Experience building and maintaining Help Center / knowledge base content
• Ability to partner with Engineering, Product, and Business Systems
• Analytical mindset with a focus on improving performance through data

Bonus Points For:

• Experience supporting connected devices, hardware, IoT or mission-critical systems
• Background building or scaling a technical support organization in a high-growth environment
• Experience developing Help Center / knowledge base strategy and content
• Experience working cross-functionally with Engineering and Product to resolve systemic issues
• Strong analytical background with experience using support metrics to drive improvements

Please submit your cover letter and resume for consideration. No phone calls or faxes please. To all recruitment agencies: Warmboard does not accept agency resumes.

Job Type: Full-time

Pay: $110,000.00 - $140,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Residential construction: 2 years (Required)

Ability to Commute:

• Scotts Valley, CA 95066 (Required)

Work Location: In person