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Staff Technical Support Manager, Enterprise

Mozilla· Core Services
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RemoteFull-timePosted 4w ago

About the role

Mozilla’s first dedicated B2B technical support leader who will create and scale Mozilla’s Enterprise technical support capability, define operating model, processes, and vendor management, and serve as the main bridge between Enterprise customers, CX, Product, and Engineering.

Responsibilities

  • Build and launch Mozilla’s first B2B technical support capability, including its operating model, workflows, escalation paths, governance, and continuous-improvement processes.

Qualifications

  • 5+ years of experience in B2B or Enterprise technical support, support operations, escalation management, support engineering, or related field with Enterprise customers or IT administrators.
  • Experience building a new support capability or substantially scaling or transforming an existing operation.
  • Experience managing outsourced support vendors or BPO partners, including training, workforce planning, quality assurance, performance governance, and corrective action.
  • Experience with vendor selection, statements of work, contracts, budgets, forecasts, invoices, renewals, or related procurement and commercial processes.
  • Experience with Zendesk/CRMs and Jira, including reporting, workflow design, and operational analytics.
  • Strong knowledge of Enterprise support and service-management practices, cross-tier escalations, and coordinating complex escalations to resolution.
  • Experience leading high-severity technical incidents and coordinating across stakeholders.
  • Experience defining operational metrics and using dashboards, reporting, and workforce planning for quality and cost.
  • Strong technical troubleshooting and diagnostic skills across enterprise software, browsers, endpoints, identity, networks, and security tools.
  • Excellent communication and cross-functional leadership skills.
  • Ability to operate independently across regions, cultures, and time zones.
  • Experience with multilingual or multi-region support operations desired.
  • Experience building and leading B2B/Enterprise technical support operations teams desired.
  • Familiarity with GDPR and enterprise security requirements desired.
  • Fluency in German and English required; French desired.

Skills

Required:B2B/Enterprise technical supportVendor managementSupport platforms (Zendesk, CRM) and issue-tracking (Jira)

Benefits

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

About Mozilla

Internet for people, not profit

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

BrowserInternetNot-for-profitFirefox
Company profileWebsite

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