Staff Technical Support Manager, Enterprise
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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…