{"id":2917915,"url":"https://alion.io/job/kidde-technical-support-manager-3","title":"Technical Support Manager","company":{"id":712970,"name":"Kidde","domain":"kidde.com","url":"https://alion.io/company/kidde-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":82,"open_postings":19,"ghost_share":0,"stale_share":0.737,"repost_share":0,"time_to_fill_p50_days":46,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Gdańsk, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":19500,"max_usd":51000,"period":"year","method":"role_country_seniority_unknown","sample_n":84},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-19T22:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-21T07:08:18Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Locations: Poland (Gdansk) - France (Paris) - Belgium (Bruxelles) - Netherlands (Weert)\nWe are open to candidates based in any of the following locations: Poland (Gdansk), France (Paris), Belgium (Brussels), and the Netherlands (Weert).\nAs we operate in a hybrid working model, the employee will need to be based in one of these locations and able to work from the corresponding office as required.\nAritech is looking for a full-time Technical Support Manager to join our team who is responsible for leading and developing Tier 1 and Tier 2 support teams, ensuring exceptional customer experiences through efficient case management, proactive escalation handling, and operational excellence. This role drives service delivery performance, customer satisfaction, and continuous improvement through data-driven KPIs, standardized processes, and strong cross-functional collaboration.\nThe successful candidate acts as the bridge between customers, support engineers, product teams, and senior leadership, ensuring timely resolution of technical issues while maintaining high levels of customer trust and operational efficiency.\nKey Responsibilities\nCustomer Focus & Service Excellence\nChampion a customer-first culture across the support organization.\nOwn customer satisfaction outcomes and ensure consistent delivery of high-quality support experiences.\nAct as a senior point of contact for critical customer situations and executive-level escalations.\nDrive proactive communication during high-impact incidents and service disruptions.\nBuild strong relationships with key customers and stakeholders to understand support trends and opportunities for improvement.\nLeadership & Team Management\nLead, mentor, and develop L1 and L2 Technical Support Engineers.\nEstablish clear goals, performance expectations, and career development plans.\nConduct regular coaching sessions, performance reviews, and skills assessments.\nFoster a culture of accountability, continuous learning, collaboration, and customer advocacy.\nManage workforce planning, resource allocation, and shift coverage to meet service demands.\nCase Management & Operational Oversight\nOversee the end-to-end lifecycle of customer support cases.\nEnsure cases are triaged, prioritized, and resolved within agreed service levels.\nMonitor case backlogs and implement strategies to improve resolution efficiency.\nDrive case quality reviews to ensure technical accuracy and customer communication standards.\nEstablish governance around case ownership, documentation, and closure processes.\nEscalation Management\nManage technical and customer-critical escalations through resolution.\nCoordinate cross-functional teams including Product Engineering and R&D\nLead escalation reviews and root cause analysis activities.\nDevelop and maintain escalation frameworks\nEnsure timely executive communications and risk mitigation plans for business-critical issues.\nKPI & Performance Management\nOwn and report on key operational metrics including:\nNet Promoter Score (NPS)\nCase Resolution Time\nMean Time to Resolution (MTTR)\nService Level Agreement (SLA) Compliance\nEscalation Volume and Ageing\nCustomer Escalation Rate\nSupport Team Productivity Metrics\nAnalyse support trends and performance data to identify improvement opportunities.\nPresent business reviews and operational performance updates to senior leadership.\nProcess Improvement & Operational Excellence\nDrive a process-driven support model focused on scalability, consistency, and quality.\nEstablish and maintain standard operating procedures (SOPs) and support workflows.\nLead continuous improvement initiatives using data and customer feedback.\nImprove incident management, problem management, and knowledge management processes.\nImplement automation opportunities to enhance efficiency and reduce customer effort with AI Adoption\nEnsure compliance with organizational policies, security requirements, and support standards.\nKnowledge Management\nDevelop a strong knowledge-sharing culture.\nEnsure support documentation remains current, accurate, and accessible.\nDrive root cause analysis and knowledge article creation following major incidents.\nPromote self-service capabilities to improve customer outcomes and reduce support volume.\nQualifications/Skills & Essential Experience:\nFluent in English\nProven experience managing Technical Support, Service Desk, or Customer Support teams.\nStrong leadership experience managing L1 and L2 technical support organizations.\nDeep understanding of case management, escalation management, and service delivery operations.\nExperience working with CRM and ticketing systems such as ServiceNow, Salesforce, or Talkdesk.\nStrong analytical capability with experience managing KPI-driven organizations.\nExcellent customer communication and stakeholder management skills.\nExperience in incident management, problem management, and operational governance.\nAbility to lead in high-pressure customer-facing situations.\nStrong process improvement and continuous service improvement mindset.\nWillingness to work flexible hours, including evenings and weekends, if necessary\n\nAdditional preferences:\nAdditional languages will be an advantage\nWe Offer\nStable employment in a mature engineering environment\nOpportunities for career growth and professional development\nA culture that encourages independence, creativity, and continuous learning\nCompetitive salary and benefits package:\nIndividuals may also be eligible for an annual performance bonus based on both individual and company’s performance. The final compensation for this position will be set based on the individual’s knowledge, skills, and experience as it relates to the job requirements. Kidde Global Solutions is committed to providing a competitive benefits package to our employees.\n Your journey with us\nWe always aim to provide a fair and valuable recruitment process for everyone. If selected, you will follow the next stages:\nInitial call with our recruitment team\nUp to 2 interviews with the Hiring Manager and key stakeholders\nOur commitment to you\nAs an employer of choice, our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and drives innovation for the benefit of our customers. We aim to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback, and always challenging ourselves.\nAbout Kidde Global Solutions:\nKidde Global Solutions is a world leader in fire and life safety solutions tailored for complex commercial facilities and homes. Through industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria, and Aritech, we provide advanced solutions and services to protect people and property in various applications worldwide.\nAritech - Fire Security Products","description_format":"text","description_chars":7072,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning","Hybrid work","Professional development"],"hiring_locations":[{"name":"France","iso":"FR","kind":"country"},{"name":"Poland","iso":"PL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Locks, Safes & Home Security Products"],"lifecycle":[{"event":"open","at":"2026-10-20T11:07:43Z"}],"visa":[],"liveness":{"score":70,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.695,"p_room":1,"age_days":1,"expected_fill_days":46,"reasons":["conf:2","stale_co","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/kidde-technical-support-manager-3","json_url":"https://alion.io/job/kidde-technical-support-manager-3.json","meta":{"generated_at":"2026-10-21T12:11:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17330,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":712970},"rest":"https://alion.io/mcp/rest/get_company?id=712970"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkidde-technical-support-manager-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkidde-technical-support-manager-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkidde-technical-support-manager-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kidde-technical-support-manager-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkidde-technical-support-manager-3"}]}