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Perk (formerly TravelPerk) is seeking a Technical Support Manager to lead the Level 2 support function for its Spend product area. Reporting to the Head of Care for Spend, you will manage a team of Technical Support Specialists while serving as the technical bridge between Customer Care and Engineering.
In this hands-on role, you'll be responsible for raising the technical maturity of your team, improving technical workflows and tooling, and enabling Customer Care to resolve increasingly complex issues independently. You'll lead the team handling the most complex, escalated customer issues that L1 support cannot resolve, managing hiring, coaching, and technical mentorship of specialists.
Key responsibilities include debugging production issues alongside your team (reading stack traces, reviewing code paths, querying databases, using observability tools), investigating application and infrastructure logs to diagnose customer-reported issues, and acting as the primary interface between customer care and engineering/product teams for issues requiring code changes or architectural input. You'll drive actual resolution rather than just triage, tracking time-to-resolution and repeat-issue rates.
You'll build internal runbooks, diagnostic tooling, and self-service resources; analyze ticket data and SLA/SLO performance; and coordinate incident response, translating technical impact into customer communication. You'll identify recurring issues and work with engineering to fix them at the source, reporting on health trends and escalation patterns to leadership.
Required qualifications: 5+ years in Technical Support, Product Support, or Engineering-adjacent Customer Care in SaaS/tech, with 2+ years managing engineers or technical support staff. You should be able to read and reason about code (Python, JavaScript/TypeScript, Go, etc.), understand REST/GraphQL APIs, and be comfortable troubleshooting with Postman, curl, or browser dev tools. System architecture knowledge (services, queues, caching, networking) is essential. Experience with ticketing platforms (Zendesk, Jira Service Management, Intercom) and incident tools required. Track record managing L2/L3 support functions, direct collaboration with engineering teams, and strong written/verbal communication skills are critical.
Perk is a global company of 1,800+ people across 12 offices, trusted by 12,000+ companies including On Running, Breitling, and Fabletics. Founded in 2015, the company combines innovation, control, and simplicity to transform how businesses work.
