Technical Support Manager

About us @Symphony

We’ve spent the last 10 years building a communication and markets technology company, powered by interconnected platforms: messaging, voice, directory and analytics.  Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising data protection, end-to-end encryption and resilient architecture, all created on a foundation of trust with our customers . 

But that was only chapter one. We’re now building on our purpose-built network, expanding AI-powered, real-time collaboration, redefining flexibility with fully cloud-native software with our trader voice product, and rethinking the industry’s approach to identity verification, connection and intelligence. .

The opportunity and our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you won't get elsewhere.

 

Role Description:

Symphony is seeking an experienced and highly organised Technical Support Manager to lead our New York based L2/L3 Support team. This leadership role is responsible for managing day-to-day operations of a team of Technical Support Engineers, ensuring exceptional service delivery to our financial services clients while driving operational excellence and continuous improvement.

You will oversee a team providing second and third line support for Symphony Messaging and Voice (Cloud9) services, including administration, troubleshooting complex issues, and escalation management. The role requires strong customer focus, hands-on leadership, and the ability to collaborate across global support, product, and engineering teams.

 

Key Responsibilities:

• Team Leadership & Development: Lead, mentor, and coach Technical Support Engineers, fostering a high-performance culture and ensuring adherence to SLAs and best practices.
  
  
• Operational Oversight: Manage support queues in Zendesk, monitor workloads, and ensure efficient triage and resolution of issues across Symphony services, including messaging services, trader voice applications and hardware.
  
  
• Escalation Management: Oversee escalation to L3, engineering teams, ensuring issues are well-documented, communicated clearly, and resolved in a timely manner.
  
  
• Process & Quality Improvement: Implement standard operating procedures, conduct ticket reviews, and drive initiatives to enhance customer experience, reduce backlog, and improve response and resolution times.
  
  
• Stakeholder Collaboration: Act as the primary point of contact for product, engineering, and senior leadership regarding support performance, incident trends, and client-impacting issues.
  
  
• Reporting & Metrics: Track, analyse, and present key support metrics (e.g. response times, resolution rates, backlog levels, CSAT) to senior management.
  
  
• Training & Onboarding: Develop training content and oversee onboarding of new support engineers, ensuring consistent knowledge and high service standards.
  
  

 

Required Qualifications:

• 10+ years experience in technical support with at least 3+ years in a management position
• Demonstrated success in leading customer-facing technical support teams in fast-paced, SLA-driven environments.
• Excellent communication and interpersonal skills with confidence in client and executive interactions.
• Strong organisational and time management skills with the ability to manage multiple priorities.
• Strong troubleshooting background with working knowledge of Windows OS, networking fundamentals (IP, DNS, VPN), SaaS platforms, and support tools (Zendesk, Jira).
• Experience with VoIP/SIP technologies, cloud PBX systems