What are the responsibilities and job description for the Customer Support Manager position at Armada Systems?
About the Company
Armada is an edge computing startup that provides computing infrastructure to remote areas where connectivity and cloud infrastructure is limited, as well as areas where data needs to be processed locally for real-time analytics and AI at the edge. We're looking to bring on the most brilliant minds to help further our mission of bridging the digital divide with advanced technology infrastructure that can be rapidly deployed anywhere .
Customer Support Manager
Location : United States (Onsite)
Department : Customer Experience (CX)
Reports To : Head of Customer Experience
About the Role
We are looking for a Customer Support Manager to provide hands-on technical and operational support for our growing customer base. This role will own customer issue resolution across L1, L2, and L3 support, while also managing support operations functions such as ticketing workflows, reporting, and process improvements.
In this role, you will be the first point of contact for customers, ensuring they receive exceptional support, meet compliance standards, and have a direct escalation path for critical issues. As our customer base grows, this position will evolve into a more specialized leadership role.
Key Responsibilities
Customer Support & Escalations (L1-L3)
- Serve as the primary support manager for customers, ensuring fast response times and SLA compliance.
- Handle L1 (basic troubleshooting), L2 (technical support), and L3 (escalations to engineering) based on issue complexity.
- Act as a customer advocate, driving resolution for high-priority issues and ensuring a smooth support experience.
- Collaborate with internal teams (Product, Engineering, and Customer Success) to resolve complex technical problems.
Support Operations & Process Management
Customer Engagement & Proactive Support
Qualifications
Required :
Nice-to-Have :
You"re a Great Fit if You"re
Equal Opportunity Statement
At Armada, we are committed to fostering a work environment where everyone is given equal opportunities to thrive. As an equal opportunity employer, we strictly prohibit discrimination or harassment based on race, color, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other characteristic protected by law. This policy applies to all employment decisions, including hiring, promotions, and compensation. Our hiring is guided by qualifications, merit, and the business needs at the time.
Citizenship Requirements
For select roles, due to the nature of our clientele and the technologies involved, there may be specific nationality or citizenship indicated in the required qualifications section. These roles may involve access to sensitive information that is subject to export control regulations or other legal restrictions. In such cases, employment offers will be contingent upon your ability to comply with these requirements.
Compensation & Benefits
For U.S. Based candidates : To ensure fairness and transparency, the starting base salary range for this role for candidates in the U.S. are listed below, varying based on location experience, skills, and qualifications. In addition to base salary, this role will also be offered equity and subsidized benefits (details available upon request) .
For India-based candidates : We offer a competitive base salary along with equity options, providing an opportunity to share in the success and growth of Armada.
Compensation : 115,000-145,000
PI261455480
Salary : $115,000 - $145,000
