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, …