Technical Support Manager

Jazz Imaging is hiring a Tech Support Manager to lead our customer and tech support function. Based in-office at our San Jose HQ, you'll lead the team that keeps dental practices imaging, managing both on-site and remote tech support agents.Ideal background: MSP or similar. You've managed a team of tech support agents who support external customers (client companies and practices), not an internal helpdesk that only troubleshoots for coworkers at the same company.About Jazz ImagingWe manufacture SOLO and MINOR dental X-ray sensors in California and back practices with Jazz Club (subscription, lifetime warranty, unlimited damage forgiveness) or purchase. We're in a high-growth stretch with a stable, established business underneath, and we're building the support organization to match. Your job is to lead that function and protect the support reputation that helps us win and keep practices.What you'll lead

• Hire, coach, and develop tech support talent across on-site and remote agents
• Own the queue: SLAs, CSAT, ticket hygiene, escalations, and day-to-day prioritization for external customers
• Keep the team coordinated: coverage, handoffs, and shared standards
• Set remote-support quality and training standards for Jazz hardware and how we talk to practices
• Partner with sales on clean customer handoffs
• Oversee shipping and returns coordination (sensors / RMAs)
• Build docs, procedures, and playbooks so support scales with growth
• Own support targets and special projects that raise the barTools you'll live inFamiliarity required (or quickly transferable):
• Salesforce: CRM, tickets, customer history, and sales handoffs
• Notion: docs, playbooks, and team knowledge
• Microsoft Teams: day-to-day team and cross-functional communication
• Microsoft OfficeWhat you know (and can still jump into)This is a leadership role, and you'll know the work well enough to coach it and step in when it matters:
• Phone, chat, and ticket-driven support for external customers
• Windows 10/11 and networking issues tied to product install, training, and ongoing use
• Remote sessions that get a practice imaging again
• Calm, clear communication when an office is mid-day and the sensor is downQualifications
• MSP or similar background
• Must have: managerial experience leading a team of tech support agents who support external customers (B2B / client-facing), not primarily internal IT helpdesk
• Experience leading a mixed on-site and remote support team
• Energy for a high-growth environment: building process and people as volume climbs, without losing quality
• Proven ownership of queue ops, SLAs/CSAT, escalations, and coaching
• Strong Windows/networking fluency and comfort with remote support tooling
• Familiarity with Salesforce, Notion, and Microsoft Teams
• Clear communicator who partners well with sales
• Medical device or dental product knowledge is a plus, not a requirement
• ISO and/or FDA compliance experience (for example, complaint handling, CAPA, or quality-system documentation) is a strong plus
• San Jose / Bay Area