Senior Manager, Technical Support Engineering

📋 Description

• Lead two Tier 2/3 Technical Support teams for complex escalations.
• Coach engineers and a Senior Team Lead; foster ownership and excellence.
• Escalation point for the most complex issues; drive cross-functional resolution.
• Partner with Engineering, Product, Cloud Ops, CS, and Services to fix systemic issues.
• Drive KPIs: backlog, SLA attainment, CSAT, escalation aging, engineering effectiveness.
• Develop AI-powered monitoring tools, dashboards, and proactive issue detection.

🎯 Requirements

• 7+ years leading technical support engineering teams.
• Experience leading Tier 2/3 escalation teams in SaaS/cloud/IoT.
• Strong cloud, relational databases, APIs, authentication, networking knowledge.
• Experience with complex software integrations and data troubleshooting.
• Experience leveraging AI, automation, analytics, or observability.
• Experience with Salesforce, Jira, telemetry, SQL, and modern support tech.
• Bachelor's degree in CS/IS/Engineering or equivalent preferred.

🎁 Benefits

• Competitive salary and 401(k) with employer match.
• Paid time off.
• Robust parental leave policy.
• Medical, Dental, Vision plans.
• Emotional & Mental Wellness support.
• Learning & Development programs.