Manager, Support Engineer

Avoca•New York, NY

5d•Onsite

About The Position

As a Manager, Support Engineer at Avoca, you’ll lead the team responsible for resolving customer issues across our production systems. This is a people management role with a strong technical bar: you’ll hire, train, and manage Support Engineers and Deployment Engineers while staying close enough to the work to debug escalated issues yourself. You’ll develop a deep understanding of Avoca’s product, configurations, and real-world edge cases, on par with a senior deployment engineer, so you can guide the team effectively, unblock complex issues, and ensure high-quality resolutions. You’ll actively manage staffing, intervene when issues stall, and set clear expectations internally and externally when tickets take longer than expected. This role serves as the primary escalation path for support tickets and a critical bridge between Support Engineering and Product Engineering. You’ll ensure issues are assessed, scoped, and routed with clarity and context, so the right problems reach the right partners while the team resolves the rest efficiently and independently.

Requirements

7–12 years of experience in technical support, solutions engineering, or engineering-adjacent roles.
Prior experience managing technical support or solutions teams in a B2B SaaS environment.
Strong engineering debugging skills and comfort reasoning through complex production issues.
Deep familiarity with configuration-driven systems, workflows, and integrations.
High bar for people management: hiring, coaching, feedback, and accountability.
Process-oriented, decisive, and calm under pressure.
Comfortable operating cross-functionally with CS, Product, and Engineering.
Eager to work in person at our NYC office full time.

Responsibilities

Lead and manage the Support Engineering team
Hire, onboard, train, and manage Support Engineers and DEs.
Set clear expectations for technical rigor, ownership, and execution.
Coach team members on debugging, prioritization, and customer communication.
Own escalations and execution quality
Serve as the escalation owner for complex or long-running support tickets.
Independently debug escalated issues involving configuration, workflows, system behavior, and data flow.
Step in when tickets stall to drive resolution or re-scope the problem.
Manage customer communication and expectation-setting for high-impact or sensitive issues.
Run support operations day to day
Manage staffing and workload distribution across the team.
Ensure tickets are triaged correctly and progressing at the right pace.
Establish and refine support processes, escalation paths, and operating norms.
Partner closely with Product & Engineering
Evaluate which issues require Product or Engineering involvement.
Ensure escalations are well-documented, reproducible, and actionable.
Collaborate with Engineering to resolve complex issues efficiently and close the loop back to Support Engineering.
Continuously improve escalation criteria and workflows.