Senior Manager, Technical Support Engineering

Baton•San Francisco, CA

5d•$150,000 - $200,000•Hybrid

About The Position

We’re looking for our first Technical Support Leader to own the vision, strategy, and execution of Baton’s Production Support function, ensuring platform reliability, operational excellence, and exceptional customer experiences as we scale. You’ll lead and grow a team of Production Support Engineers, and establish Baton’s technical support function as a strategic partner to Engineering, Product, and Customer Success. This role blends strategic execution, people leadership, and operational rigor. This is ideal for someone who thrives in ambiguity, enjoys building from 0-1, and cares deeply about reliability, customers, and engineering velocity.

Requirements

7+ years of experience in technical support, DevOps, or Site Reliability Engineering
5+ years of experience managing and scaling production support teams in high-growth B2B SaaS
Strong technical background with deep understanding of cloud infrastructure, CI/CD, containerization (Kubernetes, Docker), and observability tools
Hands-on experience with monitoring and alerting systems (Prometheus, Grafana, Sentry, DataDog, etc.)
Track record of building 0-to-1 support functions where you owned both the "what" and the "how"
Strong program management skills to lead cross-functional initiatives and drive projects to completion
Proven ability to operate independently in ambiguous environments, defining strategy and executing without extensive guidance from leadership
Experience operating in enterprise or high-scale B2B SaaS environments where reliability, compliance, and customer SLAs are non-negotiable
Comfort navigating large, matrixed organizations (experience working across multiple teams, getting alignment, and influencing without authority)
Deep empathy for customers, with commitment to delivering exceptional support experiences even under pressure

Nice To Haves

Experience in logistics, supply chain, or freight technology
Background in QA or test automation
Previous experience building or managing 24x7 support operations
Experience transitioning support teams toward SRE or Technical Solutions Engineering models
Front-end experience (React, TypeScript) for handling lightweight UI fixes
Experience in Fortune 500 or large enterprise tech organizations, particularly in roles requiring cross-functional alignment and executive communication
Fluent in Spanish

Responsibilities

Leadership & Team Development: Lead and mentor a high-performing Production Support Engineering team, fostering a culture of ownership, empathy, and continuous improvements
Build and execute hiring, onboarding, and career development plans, establishing clear pathways for growth
Create structured onboarding programs to accelerate context-building on Baton's products, tech stack, and business logic
Foster deep integration between PSE and core engineering teams, breaking down silos and enabling knowledge sharing
Operational Excellence: Design and implement comprehensive runbooks, processes, and operational documentation
Establish and manage SLAs and key metrics (uptime, response time, resolution time, CSAT), driving continuous improvement through data
Own customer and operator communication during incidents, ensuring clear, timely, and empathetic updates during outages and degradations
Leverage customer insights, telemetry, and support trends to proactively detect issues, automate solutions, and advance support tooling
Partner with Engineering to validate new features, run bug bashes, create E2E/integration tests in response to incidents, and support pre-onboarding QA for customer migrations
Strategic Initiatives: Define the team’s charter, transforming Production Support towards a hybrid Site Reliability Engineering (SRE) / Technical Solutions Engineering model
Partner with Engineering and Product leadership to influence platform reliability, observability tooling, and self-service capabilities—ensuring Baton's infrastructure can scale to support Ryder's 50K+ customers
Define and execute a roadmap toward 24x7 coverage, reducing external help desk dependencies as the business scales
Establish processes for the PSE team to take on customer-specific technical solutions, configuration changes, and lightweight operational fixes—protecting engineering bandwidth for strategic roadmap work
Champion exceptional customer experiences: Use incident trends and customer feedback to drive platform improvements that prevent future issues and increase customer satisfaction