Lead and evolve the customer support function, manage Tier 1 and Tier 2 teams, and ensure high-quality technical support for healthcare partners using IoT devices.
Why Join Sensi.AI
Sensi.AI is transforming the world of home care through agentic AI - and we’re just getting started. As a hyper-growth startup, every team member has the opportunity to make a real impact on people’s lives while working as part of a global, collaborative team in a flexible hybrid environment.
About The Role
We are looking for a Customer (Technical) Support Manager to lead and evolve our customer support function at the intersection of IoT, AI, and healthcare technology. In this role, you’ll oversee the day-to-day operations of our support department and ensure seamless hardware, software, and data support for our healthcare agency partners.
You’ll manage Tier 1 and Tier 2 support teams, optimize operational workflows, and serve as a key escalation point for complex technical issues involving Sensi’s in-home IoT devices and cloud-based systems. This role is based in Austin, TX, with a hybrid work setup; three days a week in the office are required.
Key Responsibilities
- Lead and mentor a team of Tier 1 and Tier 2 customer support agents handling both software and IoT hardware inquiries.
- Oversee all daily support operations, ensuring rapid, high-quality responses to issues involving connectivity, data accuracy, and device functionality.
- Act as a bridge between customers, product, and engineering - translating field issues into technical feedback and improvement opportunities.
- Design and refine troubleshooting protocols for IoT deployments, device pairing, connectivity, firmware, and cloud sync issues.
- Manage escalations and coordinate with R&D teams to resolve complex technical incidents.
- Develop reporting metrics (KPIs, SLAs, CSAT) to measure and improve support performance.
- Ensure compliance with healthcare data regulations and privacy standards in all customer interactions.
- Contribute to the improvement of installation, onboarding, and maintenance processes for IoT-based systems.
- 3-5+ years of experience in technical or customer support management, ideally in IoT, SaaS, or health tech.
- Strong understanding of hardware - software ecosystems, including device connectivity, network troubleshooting, and data integration.
- Proven experience managing cross-functional support teams and multi-tiered escalation processes.
- Excellent communication and problem-solving skills, with the ability to translate technical language for non-technical users.
- Familiarity with CRM/ticketing tools (e.g., Hubspot, Aircall) and remote device monitoring platforms.
- Hands-on experience with IoT systems, sensors, or edge devices is highly desirable.
- Prior exposure to healthcare technology or HIPAA-compliant environments is a strong plus.
Top Skills
AI
Aircall
Healthcare Technology
Hubspot
Iot
Similar Jobs
Artificial Intelligence • Machine Learning • Energy
The Technical Customer Support Manager will manage complex support cases, build a ticketing system, and optimize customer service delivery processes while supporting refinery and petrochemical customers.
Top Skills:
AWSGCPGrafanaKubernetesLinuxNew RelicWindows
Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
The role involves strategic planning and execution in talent management, focusing on innovation, cross-functional partnership, and change management while managing a team and talent data insights.
Top Skills:
Ai TechnologiesGoogle SuiteExcelTableauWorkday
.png)
Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
The Software Engineer will build scalable systems, run experiments, and produce high-quality code to enhance Coinbase's growth in the crypto space, collaborating with various teams to achieve product goals.
Top Skills:
BlockchainDockerDynamoDBGoMongoDBPostgresRuby on RailsRuby
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
