Staff Technical Support Manager, Enterprise

Mozilla

Contract type

Ongoing

Work mode

Remote · Germany

Experience

Senior · 5+ years

Job description

Mozilla's first dedicated B2B technical support leader, responsible for building and running the Enterprise technical support operation end to end, including vendor management, escalation frameworks, metrics, and incident response. An individual contributor role with broad ownership bridging Enterprise customers, CX, Product, and Engineering.

At a glance

Employment: Full-time · Employee (employment agreement)
Work mode: Remote · Germany
Languages: German – fluent, English – fluent, French
Pay: EUR 68,000 – 91,000 / year

What you'll do

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

What we're looking for

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
Verbal and written (C level) fluency in German and English

Nice to have

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 fluency in French is desired

Your team

Customer Experience team

Mozilla's Customer Experience team helps users, organizations, and partners successfully adopt, use, and get sustained value from Mozilla products; it is building a support operation designed for the needs of B2B customers.

Benefits

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)

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About Mozilla

The non-profit-backed technology company that has shaped the internet for the better over the last 25 years

Mozilla Corporation is the non-profit-backed technology company behind brands like Firefox, the privacy-minded web browser. With more than 225 million people around the world using its products each month, Mozilla works across areas including AI, social media, and security. The Mozilla Corporation is wholly owned by the non-profit 501(c) Mozilla Foundation, so it is not beholden to shareholders — only to its mission. Along with thousands of volunteer contributors and collaborators worldwide, Mozillians design, build and distribute open-source software that enables people to enjoy the internet on their terms.

Mission

To make the internet better for people; to build the Internet as a public resource accessible to all because open and free is better than closed and controlled

Key facts

Technology / open-source software
More than 225 million people around the world use Mozilla products each month
The Mozilla Corporation is wholly owned by the non-profit 501(c) Mozilla Foundation
Mozilla has shaped the internet for the better over the last 25 years
Work focuses on diverse areas including AI, social media, security and more

What they value

Open and free is better than closed and controlled
Diversity, equity, inclusion, and belonging
Making the internet better for people