Technical Support Manager

🚢 Discover OneOcean:
OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group.
Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity and leadership at sea, OneOcean combines the agility and ambition of a fast-moving innovator with the strength and stability of one of the world’s most trusted maritime institutions.
At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world.
🎯 Our Mission: Our mission is clear. In the race to zero emissions, our research, advisory and technical expertise and industry-firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct and operate their assets to accepted levels of safety and environmental compliance.

🔍 Why Join OneOcean Crew?
Legacy & Innovation: We were created more than 260 years ago as the world’s first marine classification society to improve and set standards for the safety of ships.
Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024.
Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation.🧭 Navigating the position: Technical Support ManagerWe are looking for a Technical Support Manager to lead our global Customer Support team supporting the TM Master Fleet Manager solution.In this role, you will be responsible for driving service delivery, customer satisfaction, operational excellence, and team development. You will work closely with Customer Success, Product Management, Engineering and Professional Services teams to ensure customers receive a consistently high-quality support experience.This is an excellent opportunity for a people-focused leader who enjoys developing teams, improving processes, and delivering exceptional customer outcomes.

Key Responsibilities

• Lead, develop, and support a global team of Support Engineers and Technical Support Leads.

• Ensure incidents, service requests, and escalations are managed effectively and in line with service commitments.

• Drive operational excellence and continuous improvement across support processes and tools.

• Monitor team performance and support achievement of key service metrics.

• Partner with Product, Engineering, Professional Services, and Customer Success teams to improve customer outcomes.

• Promote knowledge sharing and ensure the maintenance of high-quality internal and customer-facing documentation.

• Support workforce planning, onboarding, coaching, and career development activities.

• Build strong relationships with strategic customers and key internal stakeholders.

• Foster a collaborative, customer-focused, and high-performing team culture.

Skills, Knowledge and Expertise

Essential

• Experience leading customer-facing technical support or application support teams.

• Strong customer service and stakeholder management skills.

• Experience driving operational performance and service improvement.

• Ability to coach, develop, and motivate high-performing teams.

• Strong communication, prioritisation, and organisational skills.

• Customer-centric leadership approach with a focus on accountability and collaboration.

• Experience managing geographically distributed teams

Desirable

• Experience supporting enterprise software or SaaS applications.

• Knowledge of support operations, service management, and customer success principles.

• Experience working closely with Product Management and Engineering organisations.

• Exposure to fleet management, maintenance, ERP, procurement, or maritime solutions.

• Understanding of ITIL or service management practices.

Originally posted on Himalayas