Technical Support Manager

About Us

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact.

We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.

Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.

At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team.

Visit www.perk.com to learn more.

Join Perk as we scale the technical capabilities of our Spend Customer Care organization. This is a unique opportunity to lead the evolution of our Level 2 support function, helping build a highly technical team that works hand-in-hand with Engineering to solve complex customer problems and continuously improve how we support our product.

About the role

Reporting to the Head of Care for Spend, you'll lead our Technical Support Specialists while acting as the technical bridge between Customer Care and Engineering. You'll be responsible for raising the technical maturity of the team, improving technical workflows and tooling, and enabling Customer Care to resolve increasingly complex issues independently.

This is a hands‑on technical management role where you'll coach others, partner closely with Engineering, help shape the future of technical support at Perk, and improve the L2/L3 collaboration model.

Why this role

• Lead the technical evolution of Customer Care in one of Perk's fastest-growing product areas
• Work closely with Engineering to improve tooling, workflows, and customer outcomes
• Build a highly capable technical support team through coaching, mentoring, and technical leadership
• Help shape how Customer Care leverages automation and AI to scale technical support

What You'll Do

• Lead L2 customer care: own the team responsible for the most complex, escalated customer issues that L1 support cannot resolve.
• Manage hands‑on technical support specialists: hire, coach, and grow a team of technically strong specialists; set expectations, review case quality, and provide technical mentorship (not just people management).
• Debug alongside your team: get into the weeds on production issues yourself: read stack traces, review relevant code paths, query databases, and use observability tools to find root cause.
• Deep‑ dive into logs: investigate application, API, and infrastructure logs to diagnose customer‑reported issues, distinguishing product bugs from configuration, integration, or data issues.
• Own technical escalations: act as the primary interface between customer care and engineering/product teams for issues requiring code changes, hotfixes, or architectural input.
• Drive resolution, not just triage: ensure issues are actually solved and don't just get passed along; track time‑to‑resolution and repeat‑issue rates.
• Build tooling and process: identify recurring issues and work with engineering to fix them at the source; build internal runbooks, diagnostic tooling, and self‑service resources for the team.
• Report on health and trends: analyze ticket data, SLA/SLO performance, and escalation patterns; present insights to leadership on product quality and support health.
• Coordinate incident response: represent customer care during major incidents, translating technical impact into customer communication and vice versa.

What We're Looking For

• 5+ years in Technical Support, Product Support, or Engineering‑adjacent Customer Care within a SaaS or tech environment, with at least 2+ years managing a team of engineers or technical support staff.
• Ability to read and reason about code (e.g., Python, JavaScript/TypeScript, Go, or whatever your primary stack is) - you don't need to ship production code daily, but you should be comfortable tracing logic, spotting bugs, and having credible technical conversations with engineers.
• Familiarity with RE