Senior Manager, Technical Support Engineering

📋 Description

• Lead Technical Support Engineering operations across multiple regions and locations.
• Design and maintain a follow-the-sun model with clear regional ownership, handoffs, on-call
• Establish operating cadences that make work visible, decisions timely, and ownership clear.
• Ensure coverage, workload, and priorities match customer risk and business needs.
• Build the mechanisms that allow the team to operate effectively across time zones without relying
• Diagnose operational problems at the system level, including unclear ownership, weak handoffs

🎯 Requirements

• Significant experience leading technical support, escalation support, site reliability, platform
• Experience leading globally distributed or follow-the-sun teams.
• A demonstrated record of improving support operations through better ownership, process design
• Experience managing high-performing technical teams and developing managers or team leads.
• Strong incident and escalation management experience, including customer communication during
• Experience partnering with Engineering and Product to investigate defects, improve reliability, and

🎁 Benefits

• Industry competitive compensation and equity plan
• Flexible time off, sick days, and 13 paid holidays
• Comprehensive medical insurance including Health, Dental and Vision
• Paid parental leave (plus fertility, adoption and other family planning benefits)
• In-office workspace (San Francisco & Chicago)
• Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development