Manager, Support Engineering

FloQast

4d•$91,000 - $137,000•Remote

About The Position

As a Manager, Support Engineering at FloQast, you will lead a specialized team dedicated to delivering exceptional technical support for FloQast customers. Like all roles on the FloQast Support team, this is a hands-on leadership position. You will balance your time between people management, strategic initiatives, and customer-facing responsibilitiesâensuring you remain a deeply technical resource for our clients while also driving operational impact on the departmentâs processes, AI strategy, and cross-functional partnerships across R&D and GTM.

Requirements

4+ years of functional experience in Technical Support, IT, or a related technical field.
1-4 years of people management experience.
Demonstrated success in managing individual contributors in highly technical roles.
Strong technical aptitude with the ability to quickly master complex products and rapidly evolving platform features.
Proven ability to balance long-term strategic initiatives with day-to-day operational leadership.
Experience partnering with cross-functional stakeholders on both technical escalations and proactive initiatives.

Nice To Haves

Relevant experience with the FloQast platform or comparable B2B fintech products.
Degree in Business, IT, Computer Science, Accounting, Finance, or a related field.
Professional experience or familiarity with principles in Accounting, Internal Audit, External Audit, Compliance, Finance, or related fields.
Expertise and/or certifications in Zendesk administration.
Familiarity with Support automation strategies and AI tools like n8n, Lovable, and Supabase.
Familiarity with tools like JIRA, Coralogix, Gainsight, Salesforce, Looker, and Highspot.
Experience supporting employees across distributed offices and/or remote locations, domestically and/or internationally.
Exposure to Sales/Customer Success methodologies or frameworks that enhance retention and expansion.

Responsibilities

Lead a specialized team of Technical Support Engineers dedicated to unblocking customers facing complex technical issues across the FloQast Accounting Transformation Platform.
Drive talent strategy for specialized team(s), including hiring, onboarding, 1:1 meetings, QA reviews, annual reviews, performance coaching, career development, SME assignments, and overall team design.
Maintain deep technical proficiency in assigned Solution(s), staying current with features and limitations, product updates, future roadmap, and best practices to effectively support both customers and the team.
Regularly participate in customer-facing and customer-adjacent activities, including strategically significant tickets or projects, high-priority escalations, and an ongoing elastic capacity to step into the queue to ensure consistent coverage.
Leverage technical tools such as session replay, log analysis, and API clients (e.g., Postman) to perform deep-dive troubleshooting, and leverage internal admin tools (Super) to execute CRUD operations in the database.
Own key Support metrics and queue health by monitoring ticket volume and urgency, ensuring accurate prioritization, timely responses, and effective resolutions.
Act as a technical liaison between Support and Engineering on defects of all severities, advocating for customer impact and owning internal/external communications.
Drive operational excellence by identifying and owning process improvements, such as AI initiatives, software administration/optimization, implementation of new systems or processes, curation of knowledge base and enablement assets, release-readiness campaigns, and data insights.
Cultivate a high-performance culture rooted in our Support Values: Empathetic Helpers, Technical Problem Solvers, Trusted Product Experts, Generous Collaborators, and Thoughtful Communicators.
Lead or contribute to special projects and initiatives as assigned, leveraging expertise and a creative problem-solving skillset to help the department and company achieve its goals.