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Staff Technical Support Manager, Enterprise

Mozilla· Core Services
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Remote€68k - €91kfull-timePosted 4w ago

About the role

Mozzilla’s Customer Experience team is building a B2B technical support capability for Enterprise customers. This role is the first dedicated B2B technical support leader, responsible for creating the support operation, defining processes, governance, and ownership of end-to-end Enterprise technical support, including escalation to Product and Engineering, vendor management, and cross-functional collaboration.

Responsibilities

  • Build and launch Mozilla’s first B2B technical support capability, including its operating model, workflows, escalation paths, governance, and continuous-improvement processes.
  • Own external support vendor relationships end to end, including vendor selection and contracting support, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.
  • Elevate frontline Enterprise support by defining troubleshooting standards, technical training, playbooks, quality frameworks, diagnostic guidance, escalation criteria, and coordination with product teams for release-readiness plans.
  • Forecast customer demand and support capacity, balance staffing and language needs, service quality, cost, and growth; advise on geographic or service-model expansion.
  • Define service objectives, metrics, KPIs, dashboards, and operating reviews for quality, speed, customer experience, productivity, and cost.
  • Hold vendors accountable for performance and lead corrective-action and continuous-improvement plans.
  • Own Enterprise technical escalation and operational framework, managing handoffs across support tiers to engineering/product/security/business partners, ensuring continuity and feedback loops to customers and frontline teams.
  • Lead the operational response to major B2B incidents, coordinating vendor execution, engineering engagement, communications, resolution, and post-incident review.
  • Partner with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and others to align commitments with capacity and improve the support experience.
  • Participate in customer-facing meetings as a trusted technical support partner, guiding troubleshooting and escalations, gathering feedback, and maintaining customer confidence.
  • Translate support trends into actionable insights, collaborating cross-functionally to improve journeys, products, documentation, processes, tooling, automation, and responsible AI use, while shaping the future B2B support organization.

Qualifications

  • 5+ years of experience in B2B or Enterprise technical support, support operations, escalation management, or related field with Enterprise customers or IT administrators.
  • Experience building a new support capability or substantially transforming an existing operation.
  • Experience managing outsourced support vendors or BPO partners, including training, workforce planning, QA, performance governance, and corrective action.
  • Experience with vendor selection, SOWs, contracts, budgets, forecasts, invoices, renewals, or related procurement processes.
  • Experience with Zendesk/CRMs and Jira, including reporting, workflows, and operational analytics.
  • Strong knowledge of Enterprise support and service-management practices, including cross-tier escalation and complex Product/Engineering escalations.
  • Experience leading high-severity technical incidents and coordinating across stakeholders.
  • Experience defining operational metrics and using dashboards and workforce planning to improve outcomes and cost.
  • Strong technical troubleshooting and diagnostic skills across enterprise software, browsers/web tech, identity/auth, networks, security tools; deep software engineering not required.
  • Excellent communication and cross-functional leadership; able to operate across regions/time zones.
  • Ability to work independently across cultures and time zones; build trusted customer experiences.
  • Experience with multilingual or multi-region support operations is desired.
  • Experience building and leading B2B/Enterprise technical support operations teams is desired.
  • Familiarity with GDPR, enterprise security requirements, regulated environments is desired.
  • German and English fluency required; French fluency desired.

Skills

Required:B2B/Enterprise technical supportVendor managementTechnical escalation managementOperations & metricsVendor contracts & procurement

Benefits

  • Generous performance-based bonus plans
  • Generous retirement contributions with 100% immediate vesting
  • Quarterly all-company wellness days
  • Country-specific holidays plus a birthday day off
  • One-time home office stipend
  • Annual professional development budget
  • Quarterly well-being stipend
  • Parental leave
  • Employee referral bonus program
  • Other benefits (life/AD&D, disability, EAP, etc. - varies by country)
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Mozilla

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Mozilla is the not-for-profit behind the lightning fast Firefox browser. We put people over profit to give everyone more power online.

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