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Technical Support Manager

Symphony - New York

Posted Jun 7, 2026

Benefits

Parental leave
Not verified
Non-birth-parent leave
Not verified
Family-building benefits
  • Fertility benefits: Not verified
  • Adoption assistance: Not verified
  • Surrogacy assistance: Not verified
Mental health support
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Relocation assistance
Not verified
Childcare support
Not verified
Learning budget
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Verification
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Salary
$120K-$140K From the posting source checked Jun 20, 2026
401(k) match
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Market context

U.S. role benchmark (BLS OEWS)
$61,842 U.S. median for this role
Projected growth (BLS Employment Projections)
+1.9% - Slower

110% above the BLS role benchmark for operations aggregate.

Matched to SOC 11-1021 - Operations aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Role

Role function
Operations From the posting source checked Jun 20, 2026
Seniority
Mid From the posting source checked Jun 20, 2026

Schedule

Shift type
Not verified
Weekend work
Not verified

Application

Cover letter
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Assessment
Not verified
Deadline
Not stated

Where they hire

State eligibility is not yet verified.

About this role

Technical Support Manager New York About us @Symphony Secure. Connected. Intelligent. Symphony is an AI-powered communication and technology company fueled by interconnected platforms: messaging, voice, directory and analytics. Our end-to-end encrypted technologies enable over 1,400 institutions to accelerate AI impact, prioritize data security, navigate complex regulatory compliance and optimize business interactions. Role Description: Symphony is seeking an experienced and highly organised Technical Support Manager to lead our New York based L2/L3 Support team. This leadership role is responsible for managing day-to-day operations of a team of Technical Support Engineers, ensuring exceptional service delivery to our financial services clients while driving operational excellence and continuous improvement. You will oversee a team providing second and third line support for Symphony Messaging and Voice (Cloud9) services, including administration, troubleshooting complex issues, and escalation management. The role requires strong customer focus, hands-on leadership, and the ability to collaborate across global support, product, and engineering teams. Key Responsibilities: Team Leadership & Development: Lead, mentor, and coach Technical Support Engineers, fostering a high-performance culture and ensuring adherence to SLAs and best practices. Operational Oversight: Manage support queues in Zendesk, monitor workloads, and ensure efficient triage and resolution of issues across Symphony services, including messaging services, trader voice applications and hardware. Escalation Management: Oversee escalation to L3, engineering teams, ensuring issues are well-documented, communicated clearly, and resolved in a timely manner. Process & Quality Improvement: Implement standard operating procedures, conduct ticket reviews, and drive initiatives to enhance customer experience, reduce backlog, and improve response and resolution times.

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