Manager, Technical Support Engineering
About The Position
As a Technical Support Engineering Manager, you'll lead the team serving as the highest point of escalation for complex client issues. You'll sit at the crossroads of engineering, development, support, professional services, and sales engineering to drive timely, high-quality resolution and ensure customers get the best possible outcome. You must be located in West coast or Mountain time zones. A typical day might include Escalation & ownership Own the team's ticket queue by reprioritizing and keeping focus on the highest-impact issues Lead escalations end-to-end: engaging clients directly, mobilizing internal resources, and guiding your team with a client-first lens Help your team get unstuck quickly, knowing who to loop in, when, and how to keep things moving Coaching & continuous improvement Coach your team on problem-solving, critical thinking, and root cause analysis Develop your team's technical skills and escalation instincts through hands-on guidance and feedback Identify inefficiency trends in tickets and escalations; bring process improvement and automation recommendations to leadership Cross-functional partnership Align cross-functionally to surface and drive holistic solutions beyond the support team
Requirements
- A people-first manager with 3+ years leading, coaching, and performance managing teams
- The ability to coach, develop, and unblock a technical team matters far more than deep technical expertise
- A clear, confident communicator with strong attention to detail
- Must be located in West Coast or Mountain time zones
Nice To Haves
- B2B SaaS experience is a plus
Responsibilities
- Own the team's ticket queue by reprioritizing and keeping focus on the highest-impact issues
- Lead escalations end-to-end: engaging clients directly, mobilizing internal resources, and guiding your team with a client-first lens
- Help your team get unstuck quickly, knowing who to loop in, when, and how to keep things moving
- Coach your team on problem-solving, critical thinking, and root cause analysis
- Develop your team's technical skills and escalation instincts through hands-on guidance and feedback
- Identify inefficiency trends in tickets and escalations; bring process improvement and automation recommendations to leadership
- Align cross-functionally to surface and drive holistic solutions beyond the support team
Benefits
- Medical
- Dental
- Vision
- 401(k)
- 401(k) Match
- Unlimited Planned Paid Time Off
- Global Mental Health Support
- On-Demand Learning & Development
- Quarterly paid volunteer days
- Lucrative Employee Referral Program
- Company-wide mentor program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
