Technical Service Manager

We are looking for a Technical Service Manager to own FleetPace’s technical service operations, ensuring customer issues are managed effectively from first-line support through to Engineering. The role ensures customers receive a consistent, high-quality technical service while helping scale FleetPace’s operational capabilities.

• Own the end-to-end L2 and L3 support processes
• Drive resolution of the existing technical backlog
• Prioritise work based on customer impact and business priorities
• Coordinate technical escalations across Engineering and Product
• Ensure ownership and accountability for customer issues until resolution
• Define and continuously improve the transition from L1 to L2 and L3
• Establish clear ownership, SLAs and escalation paths
• Identify recurring issues and implement preventative improvements
• Reduce support effort through automation and process optimisation
• Act as the technical escalation point for strategic customers
• Coordinate cross-functional response during critical incidents
• Provide customers with regular updates on complex technical issues
• Ensure post-incident reviews and follow-up actions are completed
• Work closely with Engineering to prioritise technical work
• Partner with Product to ensure recurring customer issues influence roadmap decisions
• Support Customer Success with complex technical discussions
• Improve communication between Support, Product and Engineering
• Monitor backlog health and ageing
• Track SLA performance
• Report service metrics to leadership
• Drive continuous improvement initiatives

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, Information Systems or a related technical discipline
• 5+ years’ experience in Technical Support, Technical Service Management, Service Delivery, Technical Account Management or a similar customer-facing technical role
• Experience managing L2/L3 support processes and technical escalations
• Experience working closely with Product and Engineering teams
• Experience defining or improving support processes, SLAs and operational governance
• Experience supporting enterprise SaaS or configurable software platforms
• Experience working directly with enterprise customers
• Strong understanding of technical support and incident management processes
• Experience with ticketing and service management platforms (e.g. Jira Service Management, Zendesk, ServiceNow)
• Good understanding of APIs, integrations and software architecture
• Ability to troubleshoot complex functional and technical issues
• Strong stakeholder management and communication skills
• Customer-focused with a strong sense of ownership
• Ability to coordinate multiple teams without direct authority
• Fluent English

• Hybrid working, home & Tech Hub Coimbra (monthly visits)
• Monday - Friday, 40 hours
• Permanent

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