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Mozilla
Staff Technical Support Manager, Enterprise
Remote · Germany · Full time · Senior level
$75.8k–$101k / year
About the role
Lead and build Mozilla's first B2B technical support operation for Enterprise customers. Manage support workflows, vendor relationships, and cross-functional coordination to deliver effective technical support at scale.
What you’ll do
• Build and launch B2B technical support capability and operating model. • Manage external support vendor relationships end to end. • Define troubleshooting standards and technical training for frontline support. • Forecast demand and recommend support expansion strategies. • Lead operational response to major B2B incidents and coordinate escalations.
What you’ll bring
• 5+ years in B2B technical support or related field. • Experience building or scaling support operations. • Vendor management and contract experience. • Strong knowledge of support platforms like Zendesk and Jira. • Fluency in German and English, French desired.
Life at Mozilla
Generous bonus plans, retirement contributions, wellness days, home office stipend, professional development budget, paid parental leave, and referral bonuses.
About Mozilla
Mozilla is a non-profit-backed technology company known for Firefox and shaping the internet to be open and accessible for all.