Manager, Technical Support Engineering

📋 Description

• Lead Expel's TSE team: hire, coach, develop talent, and keep SLOs green.
• Transform the function to eliminate repetitive, uninteresting work.
• Drive AI and automation where it adds value; redesign processes.
• Manage escalations and mentor teams through complex issues.
• Collaborate with CS, Product, and Engineering as thought partners.

🎯 Requirements

• Experience leading a technical support or customer engineering team.
• Track record of improving how a function operates, not just keeping it running.
• Strong comfort with AI and automation in operations.
• Security knowledge to credibly coach the team on complex issues.
• People management: 1:1s, feedback, performance, career development.
• Ability to define metrics that matter and act on them.

🎁 Benefits

• Unlimited PTO, strong health benefits, and equity.
• Work location flexibility and up to 24 weeks parental leave.
• Salary transparency with a clear range and market-based pay.
• Disability accommodations and equal opportunity.