Manager, Support Engineering
About The Position
Manages an Incident Response Center team responsible for coordinating responses to customer technology outages and service disruptions. Oversees shift operations, sets priorities, and balances staffing across incoming calls and active incidents. Serves as an escalation point for complex incidents and urgent customer issues, engaging technical teams and leadership to support timely service restoration. Coaches team members on incident execution, customer communication, and documentation quality; coordinates clear shift handoffs and follow-through on unresolved issues. Monitors response times, incident progress, and service performance to identify gaps and improve team effectiveness. Partners with technical and operational leaders to address recurring problems, expand knowledge resources, and improve incident response processes and tools. The role also manages team performance and development through feedback, goal setting, training, and participation in hiring and promotion decisions.
Responsibilities
- Lead Incident Response Center shift operations, balancing staffing across incoming calls, active incidents, and urgent customer needs.
- Oversee responses to technology outages and service disruptions, ensuring clear ownership, timely escalation, and coordinated efforts to restore service.
- Serve as the escalation point for complex incidents, engaging technical specialists, support teams, and leadership as needed.
- Coach Incident Managers, Situation Managers, and Technical Leads on incident execution, communication, prioritization, and decision-making.
- Ensure accurate incident documentation, timely status updates, and clear handoffs between shifts.
- Monitor response times, incident progress, staffing coverage, and service quality; address performance gaps and operational blockers.
- Identify recurring issues and partner with technical teams to support corrective actions and reduce customer impact.
- Maintain procedures, training materials, and knowledge resources that strengthen team readiness and consistency.
- Drive improvements to incident response processes, tools, and automation.
- Manage team performance and development through feedback, goal setting, training, and participation in hiring and promotion decisions.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Short-term disability insurance
- Long-term disability insurance
- Life insurance
- Health care and dependent care flexible spending accounts
- Commuter and parking benefits
- 401(k) plan with company match
- Paid time off
- Paid holidays
- Paid sick leave
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal benefits
- Voluntary auto, homeowner, and pet insurance
- May be eligible for bonus and equity
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
