About the role

Customer Support Manager at Suger, serving as the primary contact for customer-reported issues. Collaboration with engineering and product teams to resolve technical challenges and improve documentation.

Responsibilities

Serve as the primary point of contact for customer-reported bugs, issues, and technical questions
Triage incoming support requests: gather context, reproduce issues where possible, and prioritize by impact
Write clear, structured bug reports and feature requests for the Engineering and Product teams
Communicate status updates and resolutions back to customers in a timely, professional manner
Identify patterns in recurring issues and surface them proactively to the product team
Maintain and improve support documentation, FAQs, and internal runbooks
Collaborate with Customer Success Managers to ensure smooth handoffs between reactive support and proactive success work
Track all open issues and ensure nothing falls through the cracks

3+ years of experience in technical customer support, customer-facing operations, or similar customer-facing role
Exceptional communicator - clear and composed in writing and over video, especially when handling frustrated customers
Stays calm under pressure and knows how to de-escalate without losing momentum
Highly organized - comfortable managing multiple open issues simultaneously without losing context
Comfortable in a fast-moving startup environment where processes are still being built.
Background in engineering, computer science, or a technical field is a plus - but strong communication skills matter more.
Familiarity with cloud marketplaces (AWS, Azure, GCP) or B2B SaaS billing and RevOps workflows.
Startup experience - comfort with ambiguity and a build-as-you-go mindset.

Competitive compensation and equity plan.
Full healthcare benefits - extended health care, dental, vision, and life insurance.
Monthly office stipends for lunch and commute-related benefits.
Fast-moving, flat org structure with real product-market fit and big ambitions where you’ll ship quickly and see direct customer impact.