Manager, Dedicated Support Engineer

LiveRamp, Inc. • New York, NY

2d • $110,500 - $141,500

About The Position

LiveRamp is seeking a Manager, Dedicated Support Engineer to build and lead a scalable Premier services support team. The manager will foster a metrics-driven, people-centric culture; allocate team capacity across accounts; coach and develop team members; and serve as an escalation point for complex or high-impact customer issues. The role also represents the GCS team in decisions about work distribution, career paths, and the team’s long-term direction, while leading cross-functional projects and improving processes, support tools, customer satisfaction, and service costs.

Dedicated Support Engineers provide technical support and troubleshooting to Premier clients, with a focus on customer satisfaction and stakeholder management. The manager will support this work through clear documentation, knowledge sharing, training, performance monitoring, and process improvements. The position calls for a collaborative, dependable, proactive leader who can establish processes in an ambiguous environment and plan strategically.

The approximate annual base compensation range is $110,500 to $141,500. The actual offer depends on factors including experience, skills, geography, and internal equity.

Requirements

• 1–3 years of management experience.
• Ability to establish processes and documentation and deliver results in an ambiguous, greenfield environment.
• Track record of managing cross-team processes that improve experiences for internal and external stakeholders.
• Open-minded, collaborative, dependable, and poised when working through customer or internal challenges.
• Strategic and forward-thinking, with a proven ability to plan ahead.
• Smart, ethical, friendly, cross-functional, hardworking, and proactive (described as a “Type S(tartup) personality”).

Responsibilities

• Build and develop a scalable Premier services support team with a metrics-driven, people-centric culture.
• Manage team bandwidth and assign new accounts.
• Mentor and train team members to identify customer issues, apply system and workflow knowledge, and resolve tickets efficiently and professionally.
• Create and maintain documentation, best practices, and training resources for the team and internal stakeholders.
• Handle escalations for complex or high-impact customer issues, ensuring prompt resolution and clear communication.
• Represent and advocate for the GCS team in decisions about work distribution, career pathing, and the team’s long-term vision.
• Lead and delegate cross-functional projects to improve the support portal, customer satisfaction, and service costs.
• Monitor team performance using key metrics and provide actionable feedback and tailored development plans.
• Iterate on processes to improve usability for internal stakeholders.

Benefits

• Flexible paid time off and paid holidays.
• Options for working from home.
• Paid parental leave.
• Medical, dental, vision, life, and disability coverage.
• Employee assistance program and voluntary benefits.
• Perks programs supporting healthy lifestyles and career growth.
• 401(k) matching: 1:1 match up to 4% of salary.
• In-person and virtual events, including game nights, happy hours, camping trips, and sports leagues.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed