Application Period: June 26 - July 24, 2026
Location: Remote; Office hours are normal business hours UTC -5 to UTC -10
Company: Lime Technology, Inc. - headquartered in San Diego, CA. In business since 2005.
Reports to: VP Quality and Support
Department: Support
Target Start Date: September 2026
Compensation:
Manager I $80,000 - $140,000 (meets requirements)
Manager II $120,000 - $175,000 (meets requirements and preferences)
Lime Technology is seeking a Manager of Technical Support and Services to lead our customer support function, technical escalation practices, partner support, and professional services delivery. Reporting to the VP of Quality & Support, this role is responsible for the day-to-day leadership, operations, and continuous improvement of our support function.
This is a role for a deeply technical support leader: someone who has worked directly with customers, earned trust through hands-on troubleshooting and sound judgment, and has experience managing and developing a team. You will lead a small but growing support team, manage team performance and support operations, serve as a technical escalation resource for complex customer issues, and personally build AI and automation tools that improve team efficiency, consistency, and the customer experience.
A major part of this role will be creating the systems that allow Support to scale. You will design and improve workflows for partner support, professional customer services, escalations, knowledge management, internal handoffs, and customer-facing support processes. You will help turn recurring support needs into clear processes, repeatable tools, and lightweight operating rhythms that make the team more effective without adding unnecessary complexity.
You will work closely with Engineering, Product, Quality, Documentation, Operations, and other teams to ensure customer issues, product insights, support trends, and escalation patterns are clearly understood across the company. The VP of Quality & Support will provide strategic direction and partner with you on planning, budgeting, and team growth. Your role is to run the support function with excellence, build strong operating systems, and help create a support experience the team, customers, partners, and community can be proud of.
Excellent customer support has been at the core of Unraid OS since the start. It's what the company was built on, and it still shows with 97% customer satisfaction, a 98% ticket resolution rate, and an NPS above 45.
We are proud of what has been built, but this is not a role for someone who wants to keep things on cruise control. We are looking for a support leader with real ground-up experience building, improving, and scaling support functions. Someone who can recognize the strength of what already exists, earn the trust of a highly technical team and customer base, and still see clear opportunities to raise the bar.
The right person will not come in simply to maintain strong metrics. They will come in with the judgment, ownership, and ambition to make an already excellent support organization even better.
In this role, you can expect to move between people leadership, technical problem-solving, support operations, and project work. Some days will be focused on coaching the team, reviewing queues, following up on escalations, and making sure support work is moving with clear ownership and accountability. Other days will be spent digging into complex technical issues, improving internal playbooks, building automations and AI-assisted workflows, or designing better processes for partner support and professional services.
You will not be expected to personally handle every ticket, but you will need to stay close enough to the work to understand what is happening, where the team is getting stuck, and when an issue needs deeper technical judgment. You may need to step onto the front lines from time to time if staff are out, so staying involved in the ticketing system is critical. A typical week may include team check-ins, ticket and SLA review, escalation support, customer or partner issue review, documentation and knowledge base improvements, cross-functional conversations with Product, Engineering, Quality, Documentation, Sales, or Marketing, and focused project time for automation, AI tooling, training, or service delivery process design.
This is a role for someone who enjoys both structure and ambiguity. You will help keep the current support operation running smoothly while also building the systems, tools, standards, and habits that allow the team to scale. The work requires strong follow-through, clear communication, technical credibility, and the ability to turn recurring problems into repeatable processes.
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Manage, coach, and develop a growing team of support professionals (3+) by setting clear expectations, providing regular feedback, and supporting meaningful career development.
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Delegate work effectively across the team, ensuring priorities, ownership, deadlines, and follow-up expectations are clear.
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Establish regular operating rhythms for team check-ins, ticket review, escalation review, performance follow-up, and continuous improvement.
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Foster a collaborative, inclusive, and psychologically safe team environment where support professionals can do excellent technical work, learn from one another, and continuously improve.
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Build scalable training programs that strengthen technical expertise, quality practices, troubleshooting judgment, and continuous improvement habits across the team.
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Develop and maintain internal troubleshooting frameworks, escalation playbooks, and support standards that raise the technical floor of the support organization.
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Collaborate with the VP of Quality & Support on budgeting, headcount planning, resource planning, and growth planning for Support and Services.
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In coordination with HR, recruit and onboard new team members as the organization grows, ensuring support resources are aligned with customer demand and business priorities.
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Attend and support company offsites to strengthen team cohesion, cross-functional relationships, and shared understanding of customer needs.
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Periodically evaluate outside agencies to ensure continued alignment. Propose changes as needed.
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Own the day-to-day operations of Lime Technology’s customer support function, spanning individual prosumers, community users, professional customers, and partners.
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Define and enforce internal and customer-facing SLAs, and build the processes, accountability structures, and reporting rhythms needed to meet them.
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Design and maintain quality, feedback, and performance monitoring systems across key support metrics, including CSAT, NPS, CES, time to first response, time to resolution, ticket inflow versus closure rates, defect trends, and escalation trends.
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Evaluate, implement, and improve support platform integrations and workflows across ticketing, monitoring, community, knowledge management, and customer communication systems.
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Develop and maintain internal knowledge resources, and collaborate with the Documentation team to improve external customer-facing documentation.
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Ensure customer technical content is accurate, maintainable, aligned with Lime Technology standards, and consistent with Unraid’s community-first values.
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Act as one of the strongest technical resources within the support organization for escalated issues involving Unraid OS, ZFS, Unraid array behavior, Linux system internals, Docker, VMs, networking, and integration into customer environments or existing infrastructure.
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Provide hands-on diagnosis and resolution for complex, high-severity, or ambiguous customer issues alongside the team, not just oversight.
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Triage high-severity and security-adjacent support issues, coordinating with the VP of Quality & Support on response posture, escalation handling, and customer communications.
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Maintain hands-on proficiency with Unraid OS and the hardware and software ecosystems our customers operate in. Your credibility as a manager will be grounded in technical depth, not just process.
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Partner with the VP of Quality & Support and the Head of Operations & Automation to establish a roadmap for AI and automation investment, balancing quick wins with durable infrastructure that produces reliable, deterministic outcomes.
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Design, build, and deploy AI-assisted tooling that improves support team efficiency and customer self-service, including ticket triage, intelligent routing, automated response suggestions, knowledge surfacing, and support trend analysis.
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Use AI and automation to analyze ticket, forum, and community data at scale, identifying recurring issues, documentation gaps, customer pain points, defect patterns, and product feedback.
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Build and maintain automation workflows that reduce manual work for the support team and improve how Support communicates, escalates, and collaborates across departments, ensuring that we always prioritize an excellent customer experience over internal efficiency gains
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Turn AI-generated and automation-supported insights into practical recommendations, process improvements, and support team workflows.
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Own the post-approval technical enablement lifecycle for partners, ensuring joint preparedness to deploy, support, and troubleshoot Unraid solutions.
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Define and maintain partner readiness standards related to support quality, escalation handling, troubleshooting expectations, service delivery, and customer experience.
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Provide support materials and processes to Partnerships to facilitate the development and maintenance of partner-facing training programs, certification materials, troubleshooting guidance, and support workflow documentation aligned with Unraid OS.
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Act as the operational escalation point for partner-related support failures, service delivery gaps, and execution risks that impact customers.
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Track and report on partner support performance, service quality, time-to-value, customer satisfaction, risks, and recurring patterns, providing regular visibility and recommendations to Leadership.
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Deliver Professional Services engagements, including onboarding and implementation, consultation and solution design, and advanced support engagements.
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Contribute to the development and refinement of service delivery playbooks, scope definitions, execution frameworks, change management processes, and quality standards in collaboration with the VP of Quality & Support.
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Ensure Professional Services engagements are delivered with clear scope, strong customer satisfaction, high technical quality, and appropriate change management.
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Champion customer-centricity and serve as the voice of the customer across Engineering, Product, Quality, Documentation, Marketing, Sales, Operations and Leadership.
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Translate support data and customer patterns into actionable product and engineering feedback, including reproduction steps, documentation gaps, recurring pain points, defect patterns, escalation trends, and roadmap implications.
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Build clear communication loops between Support and other departments so customer issues, partner needs, service delivery insights, product risks, and support trends are visible to the right people at the right time.
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Partner with Engineering and Quality on bug escalation, root cause analysis, and resolution of systemic issues surfaced through support.
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Partner with Product and Documentation to identify knowledge gaps, improve customer-facing resources, and ensure support insights inform product decisions and release readiness.
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Partner with Sales and Marketing on services enablement by providing technical input on scope, feasibility, delivery expectations, customer fit, and support implications.
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Communicate cross-departmental priorities, blockers, follow-ups, and decisions clearly so work moves forward and accountability does not get lost between teams.
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Serve as a public-facing ambassador for Lime Technology’s culture, values, customer philosophy, and community-first approach.
This role requires a rare combination of deep technical support expertise, people leadership, operational discipline, and hands-on experience using AI and automation to improve support outcomes. The requirements below reflect the level of experience needed to lead a highly technical support function, earn trust with customers and the team, and continue raising the standard of support as Unraid grows.
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5+ years of hands-on technical support experience in infrastructure, storage, networking, Linux-based systems, NAS/server platforms, or related technical environments.
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2+ years of experience managing, leading, or supervising support professionals, including responsibility for team performance, delegation, follow-up, coaching, and escalation management.
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Deep technical fluency with Linux-based systems, storage technologies such as ZFS or comparable platforms, NAS/server environments, networking fundamentals, Docker, VMs, and related customer infrastructure.
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Proven ability to diagnose and resolve complex, multi-layered technical issues independently and under pressure.
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Experience serving as a technical escalation resource, technical lead, or senior support authority within a support organization.
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Hands-on experience designing, building, or deploying AI tools, automation workflows, support platform integrations, and internal tooling that improves team efficiency or customer experience.
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Experience using support metrics, customer feedback, ticket trends, or quality data to improve operations, team performance, and customer outcomes.
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Strong organizational skills, with the ability to create clear processes, follow up consistently, manage competing priorities, and ensure work moves forward.
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Strong written and verbal communication skills, with the ability to translate technical findings into clear guidance for both technical and non-technical audiences.
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Comfort operating in a small, fast-moving, fully remote company where ownership, initiative, collaboration, and sound judgment are expected.
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Direct experience with Unraid OS, TrueNAS, or similar prosumer or professional NAS platforms.
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Experience in consumer, prosumer, SaaS, open-source, or developer-focused product environments, especially in storage, networking, system management, or infrastructure products.
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Experience working with hardware partners, OEM/ODM relationships, bundled solutions, partner ecosystems, certification programs, or services productization.
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Experience developing or supporting partner enablement, technical training, certification materials, implementation playbooks, or professional services delivery models.
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Experience engaging directly with user communities through forums, social channels, beta programs, community support spaces, or public-facing technical communication.
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Familiarity with data visualization, analytics, reporting, or dashboarding tools used to measure support performance, adoption, retention, customer satisfaction, or service quality.
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Background working with international, distributed, or multi-region teams.
As a Manager at Lime Technology, you will be held to the highest standards of the company. You are expected to familiarize yourself with Lime Tech’s core beliefs and values and to model and uphold them at all times.
You recognize that this is a global e-commerce company with customers interacting with our product and website 24/7. From time to time, you may be required to work after-hours to solve a major system outage or customer-facing issue. While we certainly work to limit these instances, we must acknowledge that this is part of the role. Comp Days and other systems are in place to ensure that you are appropriately compensated.
Due to the critical and sensitive nature of this role, we ask that employees in a Leadership Role (Manager and above) provide as much advance notice as possible (ideally four weeks) if they plan to transition out of the company, to allow for appropriate knowledge transfer and continuity.
Support is where customer trust, product quality, and community experience come together. This role will help the team turn customer issues, partner needs, and recurring technical patterns into better systems, better tools, stronger documentation, and clearer product feedback. Additionally, Support is scaling. This person will not just manage tickets; they will build the operating structure, AI tooling, partner support processes, and team habits that allow the company to support more customers with greater consistency, technical depth, and care.
This role is designed to grow with both the product and the organization. As Lime Technology scales, there is a clear path toward a Senior Manager or Director-level position for someone who builds the department well and demonstrates both technical and organizational leadership. We value curiosity, initiative, and the desire to contribute beyond the immediate scope of the role.
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You have the ability to work independently on a wide variety of given tasks with minimal direction.
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You are able to work typical office hours of 9am-5pm local time (UTC -5 to UTC -10).
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You have previous experience working remotely.
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You are able to join us in person for two week-long annual offsites (Spring and Fall) some in the US; others international.
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You enjoy working as a part of a small team and wearing multiple hats as needed.
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You have strong written and verbal communication skills and can adapt your style across customer, peer, and executive audiences.
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The secret code is Hawaiian Shirt.
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You are as comfortable in a terminal as you are in a management 1:1.
Compensation & Retirement
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The pay range for this role is $130k - $180k per year (United States). Compensation is determined using our internal career growth tracker, with salaries aligned to experience level, our industry and company size, and your location.
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Annual bonus*
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Annual profit sharing*
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Up to 6% 401(k) match
Health & Wellness Benefits
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100% medical coverage for employees and 50% coverage for dependents
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100% dental and vision coverage for employees and dependents
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Annual employee wellness budget*
Time Off & Leave
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30 full days and 14 half days of Flexible Time Off*, plus 11 paid holidays
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Paid parental leave for the birth, adoption, or placement of a child, available after one year of employment from the date of hire.
Professional Development & Support
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Free access to a team mentor
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Reimbursement for online or in-person professional development training
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Annual home office budget*
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Annual spring and fall staff offsites
Available after completion of the 90-day introductory period.
Benefits and compensation listed above apply to US-based employees. For employees based outside of the United States, benefits may vary based on local laws, requirements, and availability. If you move forward in the hiring process, we will share the compensation and benefits package applicable to your country of employment.
At Lime Technology, we prioritize the well-being of our employees and their families through substantial investments in employee benefit packages, regular reviews to ensure that employees are supported in their career goals, clear career pathways for both independent contributors and managers alike, plus a generous benefits package that we add to regularly.
As a fully remote and close-knit team, trust is at the core of how we work together. We value clear and thoughtful communication, respectful disagreements, and prioritize psychological safety. We hold regular team workshops and biannual offsites to enhance collaboration and candid communication. Our internal operations infrastructure and meeting cadence is reviewed regularly, keeping our operations simple and streamlined so that we can focus on getting work done instead of sorting through endless emails and attending pointless meetings.
You can learn more about our history, leadership, and culture by watching this Uncast interview and exploring our About page and Team page.
About Lime Technology, Inc.
Lime Technology is the parent company of Unraid OS, which launched in 2005. Headquartered in San Diego, CA, and remote since Day 1, our employees are located throughout the US with contractors from all around the world. Lime Technology is a family owned and operated company.
We're passionate about empowering users to unlock the full potential of their hardware through a seamless and intuitive server experience.
Since 2005, Unraid OS has enabled tens of thousands of users to securely store and share data, run virtual machines and Docker applications, and manage media—all from a unified, powerful, web-based interface. Whether you’re hosting movies, safeguarding precious photos, running applications, or setting up virtualization, Unraid helps you do it all with flexibility and ease.
Built on a proprietary Linux core, Unraid offers exceptionally hardware-agnostic flexibility and minimal system footprint. Unraid’s trademark feature—allowing users to mix and match drives of any type or size within a parity-protected array—enables scalable, customizable storage without the constraints of traditional RAID systems.
More than just storage, Unraid transforms your server into a robust application and virtualization platform. With Docker-based community applications, you can easily add services like Nextcloud, Plex, and Jellyfin—while our native virtualization support lets you run full VMs, including non-Linux operating systems, with powerful tools like KVM, QEMU, and GPU passthrough.
Our growing community drives innovation and accessibility. Hundreds of user-contributed apps, tools, and plugins enhance functionality and reflect our collaborative spirit. And with frequent updates, we remain committed to evolving and refining the experience for both new and advanced users.
At Unraid, we blend technical sophistication with user-centric design to provide a flexible, trustworthy foundation for DIY servers. Join us in helping users everywhere “Unleash Your Hardware.”
