Senior Manager - Technical Support Engineering

📋 Description

• Set direction for the technical support craft and roadmap.
• Lead and grow technical support experts across countries; mentor them.
• Develop specialist talent with clear growth paths and coaching.
• Evolve the support model with automation and AI adoption.
• Measure what matters; use data to guide priorities and outcomes.
• Partner with Engineering, Product, and GTM; represent the voice of support.

🎯 Requirements

• Leadership in Technical Support or Technical Support Engineering teams in high-growth B2B SaaS.
• Strong TS craft; expertise in troubleshooting, escalation, and product knowledge.
• Technical fluency in SaaS: API debugging, SAML, OAuth 2.0, OIDC, SCIM, RBAC; IdP patterns.
• Experience evolving support models with automation and AI.
• Organizational design and talent development; cross-region standards.
• Stakeholder mastery; influence across Product, Engineering, Sales, CS, and Ops.

🎁 Benefits

• Equal opportunity employer.
• Lead a growing, cross-functional team.
• Global, collaborative work environment.