Technical Support Manager

Technical Support Manager

At eBay, we're more than a global ecommerce leader — we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the Team and Role:

eBay's Developer Ecosystem team empowers a vibrant global community of developers who build innovative solutions that make buying and selling on eBay faster, easier, and more scalable. The team is responsible for eBay's Public APIs and the Developer Portal, a one-stop hub for onboarding, documentation, and support.

As a Technical Support Manager, you will be leading a high performing team to assist developers and partners in using eBay's APIs effectively. You'll empower the team to fix complex API issues, provide timely resolutions, and collaborate closely with engineering and product teams to better the developer experience. Your work will directly impact the success of our developer community and their ability to deliver exceptional applications for eBay users worldwide.

What You Will Accomplish:

1. Lead, mentor, and develop a team of technical support engineers.
2. Develop a culture of ownership, customer focus, and continuous learning.
3. Analyze support requests trends, KPIs, and developer struggles to improve service quality.
4. Develop and maintain dashboards and reports that track support performance and SLA compliance.
5. Handle important technical issues related to Public APIs that both customers and partners are concerned about.
6. Ensure effective and timely resolution of critical incidents while minimizing customer disruption.
7. Team up with engineering, product, and operations teams to deal with and rectify technical issues in Public APIs.
8. Identify tool gaps and champion the development of new internal and customer facing support tools and automation.
9. Build a knowledge base for recurring issues and solutions to empower internal teams and external developers

What You Will Bring:

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• 8+ years of experience in technical support, with a minimum of 5 years in a technical support management role.
• Experience working with API-related issues (RESTful, GraphQL, and SOAP) is preferred.
• Familiarity with developer ecosystems, including public APIs, developer programs, and integration workflows.
• Strong troubleshooting skills with tools such as Postman, curl.
• Solid experience with ticketing tools such as Jira, CRM platforms, or equivalent systems.
• Experience developing KPIs, SLA metrics, and using data to drive operational improvements.
• Familiarity with authentication protocols such as OAuth 2.0 is a plus.

The base pay range for this position is expected in the range below:

$165,600 - $221,100

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.