Manager, Technical Support

Lattice•San Francisco, CA

8h•$115,000 - $144,000•Remote

About The Position

About the Role The Manager of Technical Support is a people-focused, technically fluent leader responsible for guiding and amplifying the impact of Lattice’s Technical Support Engineering (TSE) team within the Customer Care team. The Customer Care team partners closely with our customers and internal teams to deliver thoughtful, high-quality support across complex and high-impact scenarios. In this role, you’ll lead experienced Technical Support Engineers who operate at the highest level of technical depth, customer complexity, and cross-functional influence. You’ll drive impact by setting clear direction, coaching for growth, and ensuring strong execution across escalations, incident response, and product-facing feedback loops. This role is ideal for a leader who enjoys developing experienced ICs and working alongside other Care and TSE managers to deliver a consistent, exceptional customer experience. What You Will Do Lead and develop a high-performing, inclusive team of Technical Support Engineers, providing hands-on support when needed across live chat, email, and escalations. Coach and support the team through complex technical, customer, and cross-functional challenges. Own team outcomes, including service quality, customer experience, and delivery on key initiatives. Set clear priorities and direction by translating company and departmental strategy into team goals. Partner closely with Customer Care and Technical Support Engineering leaders to align on support motions and escalation paths. Own technical support incident response, ensuring effective coordination, communication, and resolution. Drive continuous improvement across support processes, tooling, and advanced technical domains (e.g., HRIS, integrations, APIs), while acting as a customer advocate with cross-functional partners. 30 / 60 / 90 Day Success Within your first 90 days, you’ll build strong relationships with your team and cross-functional partners, gain a deep understanding of Lattice’s product, technical stack, and support ecosystem, and work alongside the team to learn workflows by actively participating in ticket handling and escalations, while beginning to influence team priorities and execution. 6 Months / 1 Year Success Within your first year, you’ll have established a high-performing, engaged team, driven measurable improvements in support quality and incident response, and become a trusted partner across the company, including Customer, Product, and Engineering. What You Will Bring to the Table You have experience managing senior-level or staff-level technical support, solutions engineering, or similarly technical ICs. You bring strong people leadership and coaching skills, and you’re passionate about developing experienced professionals. You have a proven ability to set direction, own outcomes, and deliver results through a team. You’re comfortable navigating ambiguity, trade-offs, and change in a fast-paced environment. You communicate clearly and effectively across written, verbal, and group settings. You demonstrate strong customer empathy and have experience de-escalating complex or high-impact customer issues. You have experience working with tools such as Zendesk, Jira, and Salesforce (or equivalent). You bring a technical background or deep technical fluency (strongly prefer someone with fluency with using SQL, nice-to-have: Typescript)

Requirements

You have experience managing senior-level or staff-level technical support, solutions engineering, or similarly technical ICs.
You bring strong people leadership and coaching skills, and you’re passionate about developing experienced professionals.
You have a proven ability to set direction, own outcomes, and deliver results through a team.
You’re comfortable navigating ambiguity, trade-offs, and change in a fast-paced environment.
You communicate clearly and effectively across written, verbal, and group settings.
You demonstrate strong customer empathy and have experience de-escalating complex or high-impact customer issues.
You have experience working with tools such as Zendesk, Jira, and Salesforce (or equivalent).
You bring a technical background or deep technical fluency (strongly prefer someone with fluency with using SQL, nice-to-have: Typescript)

Nice To Haves

You’ve built or led advanced or premium support functions (a plus).
You enjoy partnering cross-functionally and working collaboratively with other managers to drive shared outcomes.

Responsibilities

Lead and develop a high-performing, inclusive team of Technical Support Engineers, providing hands-on support when needed across live chat, email, and escalations.
Coach and support the team through complex technical, customer, and cross-functional challenges.
Own team outcomes, including service quality, customer experience, and delivery on key initiatives.
Set clear priorities and direction by translating company and departmental strategy into team goals.
Partner closely with Customer Care and Technical Support Engineering leaders to align on support motions and escalation paths.
Own technical support incident response, ensuring effective coordination, communication, and resolution.
Drive continuous improvement across support processes, tooling, and advanced technical domains (e.g., HRIS, integrations, APIs), while acting as a customer advocate with cross-functional partners.