Staff Technical Support Manager, Enterprise

Responsibilities

• Build and launch Mozilla's first B2B support operations capability, including its operating model, workflows, and governance.
• Own external support vendor relationships end-to-end, including selection, onboarding, and performance management.
• Create vendor training, support playbooks, and standard operating procedures.
• Forecast customer demand and support capacity to balance staffing and cost.
• Define service objectives, KPIs, and dashboards for quality and productivity.
• Lead the operational response to major B2B incidents and coordinate cross-functional resolution.
• Partner with Product, Engineering, and Sales to align customer commitments with operational capacity.
• Translate support trends and customer feedback into actionable product insights.

Requirements

• 5+ years of experience in B2B or enterprise technical support operations or vendor management.
• Demonstrated experience building a new support capability or scaling an existing operation.
• Experience managing outsourced support vendors or BPO partners.
• Proficiency with support platforms like Zendesk and issue-tracking systems like Jira.
• Strong knowledge of service-management practices, including severity models and root cause analysis.
• Technical fluency sufficient to coordinate issues involving enterprise software, browsers, and security tools.
• Experience leading high-severity technical incidents under pressure.

Preferred Qualifications

• Experience with multilingual or multi-region support operations.
• Experience building and leading B2B technical support teams.
• Familiarity with GDPR and enterprise security requirements.

Benefits

• Performance-based bonus plans
• Medical, dental, and vision coverage
• Retirement contributions with 100% immediate vesting
• Quarterly all-company wellness days
• Home office stipend and professional development budget
• Paid parental leave

About the Company

Mozilla is a non-profit-backed technology company that creates pioneering brands like Firefox to make the internet better for people, focusing on open-source software and user privacy.