Technical Support Manager

About Omniful: Omniful gives businesses one place to run everything operations and supply chain. It brings together all of the operating systems that are normally scattered across a company, like Order Management, Shipping Gateway, Warehouse Management, Transportation Management, Supply Chain, Point of Sale and more. For the first time ever, you can manage and automate every part of the operations lifecycle in a single system. Omniful enables retail, logistics, D2C brands, and e-commerce businesses to scale efficiently and enhance customer satisfaction through a unified, vertically integrated solution. Based in Riyadh, KSA, Omniful has raised $10+M from the region’s top investors— RAED Ventures, VentureSouq, SEEDRA Ventures, Jahez Group, DASH Ventures, Bunat Ventures, Sanabil 500,—and is considered one of the fastest-growing SaaS startups that came out of the MENA region. We prioritize candidate safety. Please be aware that all official communication will only be sent from @omniful.com or @omniful.ai addresses. Role Overview: As the Technical Support Manager at Omniful, you will lead the technical support function, managing a specialized team that handles advanced escalations from our frontline Support team. You will oversee the triage of complex technical issues, exercise the authority to implement certain solutions or configurations, and determine when further escalation to Engineering is necessary. This role is critical in ensuring prompt and effective resolution of escalated customer issues, minimizing downtime, and driving continuous improvement in our technical support processes. Key Responsibilities:

• Team Leadership & Management:
• Recruit, mentor, and retain a high-performing Technical Support team equipped to handle advanced troubleshooting and incident resolution.
• Set and track team KPIs (e.g., resolution time, escalations to Engineering), aligning them with Omniful’s overall support objectives.
• Provide ongoing training and professional development to ensure the team remains current on Omniful’s platform updates and industry best practices.

• Escalation Management & Technical Authorization:
• Serve as the primary point of contact for the frontline Support team when issues require deeper technical expertise.
• Assess and authorize certain technical changes (e.g., minor bug fixes, configuration updates) without needing full Engineering involvement.
• Oversee the escalation process to Engineering, ensuring that all necessary diagnostics, logs, and background details are documented.

• Advanced Troubleshooting & Incident Resolution:
• Lead the investigation of critical or complex technical issues, collaborating with cross-functional teams (e.g., Product, DevOps, Engineering) for rapid resolution.
• Implement best practices in root cause analysis, ensuring solutions address underlying issues and reduce repeat incidents.
• Maintain systematic records of problem resolutions, building a knowledge base for future reference and training.

• Process Improvement & Collaboration:
• Regularly analyze patterns in escalated issues, identifying areas where product enhancements or user training could reduce ticket volume.
• Work closely with Product and Engineering teams to influence the roadmap based on recurring technical challenges and customer feedback.
• Establish and refine escalation protocols, SLA definitions, and process flows to enhance internal efficiency.

• Metrics & Reporting:
• Develop and maintain dashboards tracking escalations, mean time to resolution, and other relevant performance metrics.
• Present data-driven insights and recommendations to leadership, highlighting trends and potential improvements in the technical support ecosystem.

• Customer Satisfaction & Continuous Feedback:
• Ensure high levels of customer satisfaction by promptly and effectively resolving escalated issues.
• Communicate resolution outcomes to both the Support team and customers as needed, ensuring clarity and transparency.
• Gather feedback on resolved issues to continuously refine best practices and identify areas for more proactive support measures.

Qualifications:

• Experience: 5+ years in a technical support or escalation management role, preferably in a SaaS or enterprise software setting, with at least 2+ years in a leadership/management capacity.
• Technical Acumen: Solid understanding of software troubleshooting processes, APIs, and integrations. Knowledge of supply chain or logistics solutions is a plus.
• Leadership & Communication: Proven track record of building and leading high-performing teams, coupled with strong communication skills for cross-functional alignment.
• Analytical & Process-Oriented: Skilled at diagnosing complex issues, managing escalations, and optimizing support workflows for efficiency.
• Tools & Methodologies: Familiarity with ticketing systems, monitoring tools, and incident management frameworks (e.g., ITIL, DevOps) for systematic tracking and resolution.

Key Competencies:

• Ownership & Accountability: Takes responsibility for escalated issues end-to-end and ensures timely, high-quality resolutions.
• Strategic Mindset: Balances day-to-day triage with longer-term process improvements, ensuring scalable and proactive support.
• Cross-Functional Collaboration: Works effectively with Support, Product, and Engineering to drive product improvements and customer success.
• Data-Driven Decisions: Uses metrics and analytics to understand recurring issues, optimize support processes, and present actionable insights.

Why Join Omniful?

• Impactful Work : Directly influence the growth of a fast-scaling company at the forefront of operations and supply chain management.
• Innovative Culture : Join a team committed to continuous improvement, creativity, and excellence.
• Growth Opportunity : Shape Omniful’s growth trajectory with significant influence over strategic revenue initiatives. How many companies in the market can you say has a global potential to reach hundreds of millions of dollars in annual revenue, from the region?
• Competitive Compensation : We offer a competitive salary, performance-based incentives, and equity options.

At Omniful, we’re building a culture that attracts and empowers the top 0.1% of smart relentless talent — individuals who think and act with the ingenuity of hackers and the boldness of pirates . Here, high ownership, deep accountability, and a ‘whatever it takes’ mentality aren’t just encouraged—they’re required! We cut through politics and bureaucracy to focus on what truly matters: solving complex challenges, driving meaningful impact, and creating the future of operations and supply chain management. If you’re ready to break boundaries, collaborate with brilliant minds, and make a lasting legacy for decades to come, Omniful is where you belong. If you have a passion for delivering exceptional support experiences and enabling customers to thrive, we’d love to hear from you!