Manager of Support and Services

Role overview

Lime Technology, Inc., headquartered in San Diego, California and operating since 2005, is hiring a Manager of Technical Support and Services to lead its customer support organization, escalation practices, partner support, and professional services delivery. The role reports to the VP of Quality & Support and sits within the Support department.

This is a hands-on leadership position for someone with strong technical depth, proven customer-facing troubleshooting experience, and prior people management exposure. You will guide a small but expanding support team, oversee performance and operations, handle complex escalations, and personally contribute to AI- and automation-driven improvements that increase efficiency, consistency, and the overall customer experience.

The position is remote, with North American time zones preferred. The intended start date is September 2026. The application window runs from June 26 to July 24, 2026.

Compensation

Two compensation bands are listed for this role:

• Manager I: $80,000 to $140,000 for candidates who meet the core requirements.
• Manager II: $120,000 to $175,000 for candidates who meet both the requirements and the preferences.

What the role involves

The company is looking for a support leader who can build on a strong foundation while helping the function scale. The right person will not simply preserve current performance, but will identify opportunities to raise the bar, strengthen processes, and create durable systems that help support grow without unnecessary complexity.

Day to day, the role moves across team leadership, technical issue resolution, support operations, and strategic project work. You may spend part of the week coaching team members, reviewing queues, monitoring escalations, and ensuring ownership is clear. Other days may focus on diagnosing difficult technical problems, improving playbooks, building automations, refining AI-assisted workflows, or designing better partner and services processes.

You will not be expected to close every ticket personally, but you will need to stay close enough to the work to understand blockers, patterns, and escalation needs. At times, you may need to step into frontline support when coverage requires it, so regular involvement with the ticketing system is important. Typical responsibilities can include team check-ins, SLA and ticket reviews, escalation handling, documentation updates, cross-functional meetings, and dedicated project time for automation, training, or service delivery improvements.

Leadership and team development

The role includes direct leadership of a growing support team of 3+ professionals. You will set expectations, coach performance, provide feedback, and support career growth. You will also create regular operating rhythms for check-ins, escalation review, follow-up, and continuous improvement.

Additional people-leadership expectations include building a collaborative and psychologically safe environment, developing technical training programs, strengthening troubleshooting judgment across the team, and maintaining internal frameworks and standards that improve consistency and elevate the team’s technical baseline. In partnership with the VP of Quality & Support, you will also contribute to budgeting, staffing, and growth planning. As the organization expands, you may work with HR on recruiting and onboarding. The role also includes attendance at company offsites and periodic review of outside agencies to confirm continued alignment.

Support operations

You will own the daily operations of the customer support function across individual users, community members, professional customers, and partners. The role includes setting and enforcing SLAs, building accountability and reporting routines, and managing quality and performance monitoring across metrics such as CSAT, NPS, CES, first response time, resolution time, ticket inflow versus closure, defects, and escalations.

You will help improve the support stack by evaluating and refining integrations and workflows across ticketing, monitoring, community, knowledge management, and customer communication tools. You will also help maintain internal knowledge resources and work with the Documentation team to strengthen external documentation, making sure customer-facing content is accurate, sustainable, aligned with company standards, and consistent with the community-first approach.

Technical escalation and problem solving

This role requires someone who can serve as one of the strongest technical resources in Support. You will help resolve difficult issues involving Unraid OS, ZFS, array behavior, Linux internals, Docker, virtual machines, networking, and integration into customer environments. You will provide direct diagnosis and resolution support for severe or ambiguous problems, not only managerial oversight.

You will also handle high-severity and security-adjacent situations in coordination with the VP of Quality & Support, including response posture, escalation handling, and customer communication. Strong hands-on familiarity with Unraid OS and the hardware/software ecosystems used by customers is essential, because credibility in this role depends on technical depth as well as leadership ability.

AI, automation, and scalable tooling

A major part of the job is building support systems that scale. In partnership with the VP of Quality & Support and the Head of Operations & Automation, you will help define the AI and automation roadmap, balancing quick improvements with reliable long-term infrastructure.

You will design and deploy tooling that improves ticket triage, routing, response suggestions, knowledge discovery, and support trend analysis. You will also use AI and automation to analyze ticket, forum, and community data to identify repeated issues, documentation gaps, recurring customer pain points, defect patterns, and product feedback. The expectation is to turn those insights into practical process changes and team workflows that reduce manual work while protecting customer experience as the top priority.

Partner support and professional services

The role also covers partner enablement and professional services delivery. You will own the technical enablement process after partner approval, define readiness standards, and help ensure partners are prepared to deploy, support, and troubleshoot Unraid solutions effectively.

You will support Partnerships with training materials, certification content, troubleshooting guidance, and workflow documentation. You will also act as the operational escalation contact for partner support failures and service delivery issues, while tracking partner performance, customer satisfaction, risks, and recurring trends for leadership visibility.

In addition, you will deliver professional services work such as onboarding, implementation, consultation, solution design, and advanced support engagements. You will help refine service playbooks, scope definitions, execution frameworks, change management processes, and quality standards so services are delivered with clarity, strong outcomes, and high technical quality.

Cross-functional customer advocacy

The position serves as the voice of the customer across the company. You will translate support data into actionable input for Engineering, Product, Quality, Documentation, Marketing, Sales, Operations, and Leadership. That includes reproductions steps, recurring patterns, documentation gaps, escalation trends, defect signals, and roadmap implications.

You will build communication loops so the right teams receive the right information at the right time. You will partner with Engineering and Quality on bug escalation and root cause analysis, with Product and Documentation on knowledge gaps and release readiness, and with Sales and Marketing on scope, feasibility, delivery expectations, and support impact. The role also includes representing Lime Technology publicly as an ambassador for its culture, values, and community-first philosophy.

Additional information

The company highlights that customer support has been central to Unraid OS from the beginning, with reported metrics including 97% customer satisfaction, a 98% ticket resolution rate, and NPS above 45. The organization is looking for someone who respects that foundation while bringing the judgment, ownership, and ambition needed to improve an already strong support operation.

This role is best suited to someone who enjoys both structured operations and ambiguity, can move comfortably between people leadership and technical depth, and has the discipline to turn recurring issues into repeatable systems.

Requirements

The position calls for a combination of technical support experience, team leadership, operational discipline, and practical use of AI and automation.

• At least 5 years of direct technical support experience in infrastructure, storage, networking, Linux-based systems, NAS/server platforms, or similar technical settings.
• At least 2 years of experience leading, managing, or supervising people.
• Proven background in technical escalation handling and customer issue resolution.
• Experience improving support processes, workflows, and operational standards.
• Working knowledge of AI and automation tools used to improve support outcomes.
• Strong communication, ownership, and follow-through in a customer-facing environment.
• Ability to work closely with Engineering, Product, Quality, Documentation, Sales, Marketing, Operations, HR, and leadership teams.
• Hands-on familiarity with Unraid OS or comparable environments, including Linux, Docker, virtualization, networking, and storage-related troubleshooting.

Responsibilities

• Lead, coach, and develop a growing support team while setting clear goals, responsibilities, and feedback loops.
• Create practical operating rhythms for team reviews, escalation tracking, performance follow-up, and process improvement.
• Oversee customer support operations for users, community members, professional customers, and partners.
• Set and monitor SLAs, quality standards, and performance reporting across support metrics.
• Serve as a senior technical escalation point for complex issues involving Unraid OS and related technologies.
• Help design and implement AI-enabled and automated workflows that improve support efficiency and visibility.
• Build and improve partner support and professional services processes, including enablement, delivery, and escalation handling.
• Translate customer issues and support trends into actionable insights for the rest of the business.
• Partner cross-functionally to improve documentation, bug handling, product feedback loops, and service delivery.
• Contribute to hiring, onboarding, budgeting, staffing, and growth planning for Support and Services.
• Represent the company’s customer-first and community-focused approach internally and externally.

Preferred capabilities

• Experience with AI-assisted support tooling, ticket analysis, or workflow automation.
• Background in building scalable training programs and internal support playbooks.
• Experience supporting partner networks or professional services delivery.
• Ability to make technical decisions with confidence while keeping the customer experience central.
• Comfort operating in a role that combines people management, hands-on technical work, and process design.

Compensation details

Salary range is listed in U.S. dollars, with two levels based on candidate fit. The role is full time and remote.

Application window and start timing

The application period is open from June 26 through July 24, 2026. The target start date is September 2026.