Manager, Support Engineering

Jobgether

2d • $91,000 - $137,000 • Remote

About The Position

In this hands-on leadership role, you will guide a team of technical support engineers to deliver exceptional service for complex software platforms. Balancing people management, strategic initiatives, and direct technical involvement, you will ensure operational excellence while serving as a trusted technical resource for customers. You will lead efforts to optimize support processes, implement AI-driven solutions, and collaborate across R&D, customer success, and product teams. Your work will directly impact customer satisfaction, team performance, and the efficiency of support operations. The position offers a dynamic environment where technical expertise, leadership, and strategic thinking converge. This role is ideal for someone passionate about mentoring, process improvement, and hands-on technical problem solving.

Requirements

• 4+ years of experience in technical support, IT, or a related field.
• 1–4 years of people management experience, with proven ability to lead technical teams.
• Strong technical aptitude with the ability to quickly master complex platforms and features.
• Experience balancing long-term strategic initiatives with daily operational responsibilities.
• Ability to partner with cross-functional stakeholders on technical escalations and proactive initiatives.
• Strong communication, problem-solving, and organizational skills.

Nice To Haves

• familiarity with B2B fintech platforms, accounting or finance principles, support automation strategies, AI tools, and distributed team management.

Responsibilities

• Lead and develop a team of Technical Support Engineers, overseeing hiring, onboarding, coaching, performance reviews, and career growth.
• Maintain deep technical expertise in assigned solutions to support both customers and the team effectively.
• Participate in high-priority escalations, customer-facing activities, and strategic support projects as needed.
• Troubleshoot and resolve complex technical issues using tools such as session replay, log analysis, API clients, and internal admin systems.
• Own key support metrics, ensuring proper ticket prioritization, timely resolution, and overall queue health.
• Act as a technical liaison with engineering, advocating for customer impact and facilitating cross-functional communication.
• Drive operational improvements, including AI initiatives, process optimization, knowledge base development, and release-readiness campaigns.
• Cultivate a high-performance, collaborative team culture aligned with core support values.

Benefits

• Competitive base salary: $91,000 – $137,000, with additional compensation based on performance.
• Comprehensive benefits package including medical, dental, vision, life and disability insurance, family-forming benefits, and unlimited vacation.
• 100% remote work flexibility.
• Career development and growth opportunities within a high-performing organization.
• Employee appreciation events, professional training, and access to tools supporting team collaboration and success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees