Staff Technical Support Manager - Enterprise

Why Mozilla?

Mozilla Corporation is the non-profit-backed technology company that has shaped the internet for the better over the last 25 years. We make pioneering brands like Firefox, the privacy-minded web browser. Now, with more than 225 million people around the world using our products each month, we’re shaping the next 25 years of technology and helping to reclaim an internet built for people, not companies. Our work focuses on diverse areas including AI, social media, security and more. And we’re doing this while never losing our focus on our core mission – to make the internet better for people.

The Mozilla Corporation is wholly owned by the non-profit 501(c) Mozilla Foundation. This means we aren’t beholden to any shareholders — only to our mission. Along with thousands of volunteer contributors and collaborators all over the world, Mozillians design, build and distribute open-source software that enables people to enjoy the internet on their terms.

About this team and role:

Mozilla’s Customer Experience team helps users, organizations, and partners successfully adopt, use, and get sustained value from Mozilla products. Historically, much of Mozilla’s support work has focused on consumers. As Mozilla expands its business and organizational offerings, we are building a support operation designed for the needs of B2B customers, including dependable service delivery, clear customer commitments, global coverage, and close coordination with Product and Engineering.

As Staff Technical Support Manager you will be Mozilla’s first dedicated B2B technical support leader. You will not inherit a mature operation; you will create one. You will define how Mozilla provides technical support to Enterprise customers, from frontline troubleshooting through complex Product and Engineering escalation, while building the processes, tooling, training, metrics, and operating model needed to deliver that support effectively at scale.

Beyond creating the technical support capability, you will serve as the main bridge between Enterprise customers, CX, Product, and Engineering, ensuring insights from customers and support teams inform the broader Enterprise experience. 

This is an individual contributor role with broad end-to-end ownership. You will be the day-to-day owner of Mozilla’s B2B support workflow and the operational processes connecting customer issues with technical support provided by vendors as well as Mozilla Product and Engineering teams. You will use customer demand, service performance, and cost data to determine when and how the operation should expand across geographies, languages, coverage models, and support offerings. As the business grows, you will also help define the structure and capabilities of Mozilla’s future B2B support team.

You will participate in a defined incident coverage model and periodically lead the operational response to major customer incidents. In those moments, you will ensure support personnel follow established procedures, coordinate escalation and handoffs to Mozilla engineers, drive cross-functional resolution, communicate clearly with customers and internal leaders, and oversee post-incident reviews and root cause analysis.

This position requires a rare combination of Enterprise technical support expertise, support operations discipline, vendor management, cross-functional influence,  and calm leadership under pressure. Our ideal candidate is a practical builder who can move between strategy and execution, create structure where none exists, and earn the trust of customers, engineers, senior leaders, and external partners.

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 you’ll bring:

• 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. 
• 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 (C level) fluency in German and English is required. Verbal and written fluency in French is desired.

What you’ll get:

• 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)

About Mozilla 

Mozilla exists to build the Internet as a public resource accessible to all because we believe that open and free is better than closed and controlled. When you work at Mozilla, you give yourself a chance to make a difference in the lives of Web users everywhere. And you give us a chance to make a difference in your life every single day. Join us to work on the Web as the platform and help create more opportunity and innovation for everyone online.

Commitment to diversity, equity, inclusion, and belonging

Mozilla understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company’s core mission.  We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, persons of all sexual orientations, gender identities, and expressions.

We will ensure that qualified individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment, as appropriate. Please contact us at [email protected] to request accommodation.

We are an equal opportunity employer. We do not discriminate on the basis of race (including hairstyle and texture), religion (including religious grooming and dress practices), gender, gender identity, gender expression, color, national origin, pregnancy, ancestry, domestic partner status, disability, sexual orientation, age, genetic predisposition, medical condition, marital status, citizenship status, military or veteran status, or any other basis covered by applicable laws.  Mozilla will not tolerate discrimination or harassment based on any of these characteristics or any other unlawful behavior, conduct, or purpose.

Group: C

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Req ID: R3222