Service Support Manager

Position Summary Role Type: This position is intended for contingent/vendor workers supporting the SSM organization. The role follows SSM as a Service (SSMaaS) operating model and is governed by the scope and responsibilities outlined for vendor engagements. The Support Service Manager (SSM) is a customer-facing role within Ultimate Support organization, responsible for delivering proactive support coordination through the SSM as a Service (SSMaaS) model. Rather than supporting a fixed portfolio of accounts, SSMs engage on demand through automated triggers and requests from Technical Account Managers (TAMs), Customer Success Managers (CSMs), and Support teams. Their primary focus is to coordinate complex support engagements, manage critical escalations, and ensure timely customer communication throughout the issue lifecycle. The SSM partners closely with Support Delivery, Engineering, TAMs, CSMs, and customer stakeholders to improve support outcomes while maintaining a consistent and scalable customer experience. Key Responsibilities - Coordinate customer support engagements initiated through automated triggers or stakeholder requests. - Manage high-priority support cases and escalations (P1/P2), ensuring appropriate prioritization, communication, and timely progression toward resolution. - Partner with Support Engineers, Engineering, TAMs, and CSMs to facilitate issue resolution and maintain customer transparency. - Drive customer communications during active support engagements and escalations. - Support TAM-led service reviews by providing case trends, escalation insights, and support health data. - Contribute to post-incident activities, including Root Cause Analysis (RCA) coordination and customer-facing communications where applicable. - Build effective working relationships across Customer Engineering, Support Delivery, Sales, Customer Success, and Consulting teams. What Success Looks Like A successful SSM: - Delivers an exceptional support experience through effective coordination and communication. - Manages multiple concurrent customer engagements while maintaining appropriate prioritization. - Builds trusted relationships with customers and internal stakeholders. - Demonstrates ownership during critical customer situations and drives issues to timely resolution. - Collaborates effectively across global teams to improve customer outcomes. Preferred Skills & Experience - Experience supporting Enterprise SaaS customers or managing complex technical support engagements. - Strong communication and stakeholder management skills, including executive-level customer interactions. - Ability to coordinate cross-functional teams during critical customer situations. - Familiarity with CRM, Jira, Slack, and support collaboration tools. - Knowledge of ITIL, incident management, or customer success practices is preferred. - Comfortable working within a pooled, demand-based support model covering US business hours across EST PST. Qualifications - Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (preferred). - Experience supporting enterprise customers in a technical support or customer success environment. - Strong organizational skills with the ability to prioritize multiple concurrent engagements. - Excellent written and verbal communication skills.