About Avive:
Avive Solutions, Inc. (https://avive.life) is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.
Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.
Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives! https://www.youtube.com/watch?v=2p4zfOWo62E
Learn more about working at Avive: https://avive.life/careers/
About the Role:
We are seeking a Manager, Technical Support to lead and elevate our technical support operations across our connected hardware and software platform. This role will own complex troubleshooting, support workflows, and the scalability of our support organization.
This is a critical, player-coach role within our Customer Experience team. You’ll actively engage in technical issues while guiding day-to-day technical execution across the team. You will ensure we meet (and exceed) service SLAs, build scalable processes and infrastructure, and develop systems that better serve our customers—including a robust Help Center and knowledge base strategy. You will partner cross-functionally with Engineering, Product, Quality, Sales, Finance, Marketing, and Business Systems to improve system reliability and the overall customer experience.
About Avive:
Avive Solutions, Inc. (https://avive.life) is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.
Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.
Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives! https://www.youtube.com/watch?v=2p4zfOWo62E
Learn more about working at Avive: https://avive.life/careers/
About the Role:
We are seeking a Manager, Technical Support to lead and elevate our technical support operations across our connected hardware and software platform. This role will own complex troubleshooting, support workflows, and the scalability of our support organization.
This is a critical, player-coach role within our Customer Experience team. You’ll actively engage in technical issues while guiding day-to-day technical execution across the team. You will ensure we meet (and exceed) service SLAs, build scalable processes and infrastructure, and develop systems that better serve our customers—including a robust Help Center and knowledge base strategy. You will partner cross-functionally with Engineering, Product, Quality, Sales, Finance, Marketing, and Business Systems to improve system reliability and the overall customer experience.
About Avive:
Avive Solutions, Inc. (https://avive.life) is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.
Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.
Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives! https://www.youtube.com/watch?v=2p4zfOWo62E
Learn more about working at Avive: https://avive.life/careers/
About the Role:
We are seeking a Manager, Technical Support to lead and elevate our technical support operations across our connected hardware and software platform. This role will own complex troubleshooting, support workflows, and the scalability of our support organization.
This is a critical, player-coach role within our Customer Experience team. You’ll actively engage in technical issues while guiding day-to-day technical execution across the team. You will ensure we meet (and exceed) service SLAs, build scalable processes and infrastructure, and develop systems that better serve our customers—including a robust Help Center and knowledge base strategy. You will partner cross-functionally with Engineering, Product, Quality, Sales, Finance, Marketing, and Business Systems to improve system reliability and the overall customer experience.
What you'll do:
Team Leadership & Execution
Who you are:
6–10 years of experience in technical support or support engineering
3+ years leading teams in a hardware + software environment
Strong hands-on troubleshooting across devices, systems, and integrations
Experience in a phone-first support environment with real-time coaching
Proven ability to build and scale support processes, workflows, and infrastructure
Experience with tools like Zendesk, Salesforce, and Jira
Strong understanding of case management, escalations, and SLA-driven support
Experience building and maintaining Help Center / knowledge base content
Ability to partner cross-functionally with Engineering, Product, and Business Systems
Analytical mindset with a focus on improving performance through data
Bonus Points For:
- Experience supporting connected devices, hardware, IoT or mission-critical systems
- Background building or scaling a technical support organization in a high-growth environment
- Experience developing Help Center / knowledge base strategy and content
- Familiarity with ERP and billing systems (e.g., NetSuite, Zoho Billing)
- Experience working cross-functionally with Engineering and Product to resolve systemic issues
- Strong analytical background with experience using support metrics to drive improvements
Equal Employment Opportunity
It is the policy of the company to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the company will provide reasonable accommodations for qualified individuals with disabilities.
Anticipated starting salary: $120,000 - $135,000