Staff Technical Support Manager, Enterprise

About the Position

Mozilla is seeking a Staff Technical Support Manager, Enterprise to lead and build our first B2B technical support capability. This role is fully remote and requires a unique blend of technical support expertise, operations discipline, and leadership under pressure.

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 future vendor selection and contracting support, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.
• Elevate the technical capability of frontline Enterprise support by defining troubleshooting standards, technical training, support playbooks, quality frameworks, diagnostic guidance, escalation criteria, and reusable knowledge materials, and coordination with product teams for release-readiness plans.
• Forecast customer demand and support capacity, balancing staffing, coverage, language needs, service quality, cost, and business growth; recommend when to expand into new geographies or service models.
• Define service objectives, metrics, KPIs, dashboards, and operating reviews for quality, speed, customer experience, productivity, and cost.
• Hold vendors accountable for performance, identify service gaps, and lead corrective-action and continuous-improvement plans.
• Own Mozilla’s Enterprise technical escalation and operational framework, managing handoffs across support tiers so complex issues reach the right Engineering, Product, Security, or business partners with sufficient context and urgency, while maintaining continuity through resolution and ensuring technical guidance and outcomes flow back to customers and frontline support teams.
• Lead the operational response to major B2B incidents, coordinating vendor execution, engineering engagement, customer and leadership communications, resolution, and post-incident review.
• Partner with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and other teams to align customer commitments with operational capacity and improve the support experience.
• Participate in customer-facing meetings as a trusted technical support partner, helping Enterprise customers navigate technical and operational challenges, guiding troubleshooting and escalations, gathering feedback, and maintaining customer confidence throughout the support and resolution process.
• Translate support trends and customer feedback into actionable insights, partnering cross-functionally to improve customer journeys, products, documentation, processes, tooling, automation, and responsible uses of AI, while helping define the future structure of Mozilla’s B2B support organization.

Requirements

• 5+ years of experience in B2B or Enterprise technical support, support operations, escalation management, support engineering, or a related field including experience working directly with Enterprise customers or IT administrators through complex technical issues.
• Demonstrated experience building a new support capability or substantially scaling or transforming an existing support 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 support platforms such as Zendesk/CRMs and issue-tracking systems such as Jira, including reporting, workflow design, and operational analytics.
• Strong knowledge of Enterprise support and service-management practices, including working across support tiers, managing complex Product/Engineering escalations, improving escalation quality and troubleshooting practices, and driving issues through resolution.
• Experience leading high-severity technical incidents and coordinating customers, support teams, engineers, executives, and other stakeholders under pressure.
• Experience defining operational metrics and using dashboards, reporting, and workforce planning to improve quality, customer outcomes, efficiency, and cost.
• Strong technical troubleshooting and diagnostic skills, with experience gathering evidence, isolating root causes, distinguishing product from environmental issues, and determining when and how to escalate effectively to Engineering.
• Technical fluency across enterprise software and managed customer environments, including browsers and web technologies, endpoint management, identity and authentication, certificates, proxies, networks, and security tools; deep software engineering expertise is not required.
• Excellent communication and cross-functional leadership skills, with the ability to explain complex situations clearly and move work forward across distributed teams.
• Ability to operate independently across regions, cultures, and time zones, exercise sound judgment in ambiguous situations, and build support experiences worthy of long-term customer trust.
• Experience with multilingual or multi-region support operations is desired.
• Experience building and leading B2B or Enterprise technical support operations teams is desired.
• Familiarity with GDPR, enterprise security requirements, regulated customer environments is desired.
• Verbal and written (C level) fluency in German and English is required. Verbal and written fluency in French is desired.

We Offer

• Generous performance-based bonus plans to all eligible employees - we share in our success as one team
• Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute)
• Quarterly all-company wellness days where everyone takes a pause together
• Country specific holidays plus a day off for your birthday
• One-time home office stipend
• Annual professional development budget
• Quarterly well-being stipend
• Considerable paid parental leave
• Employee referral bonus program
• Other benefits (life/AD&D, disability, EAP, etc. - varies by country)

About the Company

Mozilla exists to build the Internet as a public resource accessible to all because we believe that open and free is better than closed and controlled. When you work at Mozilla, you give yourself a chance to make a difference in the lives of Web users everywhere. And you give us a chance to make a difference in your life every single day. Join us to work on the Web as the platform and help create more opportunity and innovation for everyone online.

Commitment to diversity, equity, inclusion, and belonging

Mozilla understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company’s core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, persons of all sexual orientations, gender identities, and expressions.

We will ensure that qualified individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment, as appropriate. Please contact us at [email protected] to request accommodation.

We are an equal opportunity employer. We do not discriminate on the basis of race (including hairstyle and texture), religion (including religious grooming and dress practices), gender, gender identity, gender expression, color, national origin, pregnancy, ancestry, domestic partner status, disability, sexual orientation, age, genetic predisposition, medical condition, marital status, citizenship status, military or veteran status, or any other basis covered by applicable laws. Mozilla will not tolerate discrimination or harassment based on any of these characteristics or any other unlawful behavior, conduct, or purpose.

Group: C

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Req ID: R3222