Support Engineering Manager

Ryko Solutions • Honolulu, HI

70d • Hybrid

About The Position

As a Support Engineering Manager, you will lead AMP's new Support Engineering team based in Honolulu, HI. This team is being established to complement our Atlanta-based support organization-extending coverage, increasing responsiveness, and enhancing the customer experience for operators across U.S. time zones. You will play a critical role in building strong collaboration and process alignment with the Atlanta support headquarters, ensuring consistent service standards, smooth handoffs between time zones, and a unified customer experience. Together with the Atlanta team, the Hawaii team will enable 17-hour-per-day, 7-day-a-week customer support coverage. The Hawaii team's standard operating hours will be 10:30 a.m. to 6:30 p.m. HST, including staffed weekend support as part of AMP's extended coverage model. As the Support Engineering Manager, you will serve as both a leader and a hands-on contributor. You'll manage and develop a growing team of support engineers while also engaging directly in day-to-day customer support activities-resolving complex technical issues, monitoring system performance, and ensuring every customer interaction reflects AMP's commitment to excellence. This hybrid role requires someone who is as comfortable mentoring a team and driving process improvements as they are rolling up their sleeves to troubleshoot and deliver solutions in real time. This role requires a leader who can foster a strong culture of accountability and collaboration in a fully remote environment. You will thrive in fast-paced, dynamic situations-mentoring your team, driving operational excellence, and ensuring AMP customers receive the high-touch, reliable support that sets us apart.

Requirements

• Bachelor's degree in a technical or related field.
• 4-6 years of professional experience, including at least 2 years in a leadership role managing remote or distributed technical teams.
• Demonstrated ability to lead remote teams with autonomy while maintaining strong alignment with a central office.
• Excellent communication skills with proven success operating across time zones.
• Strong technical troubleshooting experience (error logs, systems analysis, root cause).
• Data-driven mindset with experience identifying patterns, tracking KPIs, and driving operational improvements.
• Self-motivated, proactive, and highly organized with the ability to balance multiple priorities under pressure.

Nice To Haves

• Experience with analytics tools (Power BI, SQL, Python).
• Familiarity with CRM, customer success, or ticketing platforms.
• Background in SaaS, IoT, or hardware/software ecosystems.

Responsibilities

• Lead, coach, and manage a fully remote team of Support Engineers based in Honolulu, HI, covering western U.S. time zones.
• Foster a culture of ownership, accountability, and continuous improvement while building strong team cohesion remotely.
• Ensure consistent alignment and communication with AMP's Atlanta-based Support Team, maintaining high visibility across distributed teams.
• Coordinate daily handoffs and shared visibility into queues, metrics, and escalation priorities between the Hawaii and Atlanta teams to ensure 24/7 continuity of support.
• Lead and participate in technical support operations, including responding to customer inquiries, managing escalations, and performing root-cause analysis for complex issues.
• Serve as the final point of escalation for customer-impacting problems in your region.
• Partner directly with customers in your coverage area, building trust and long-term relationships through responsive, expert support.
• Collaborate with the Atlanta support leads to maintain unified standards for issue resolution, customer communication, and documentation.
• Maintain structured processes for ticket resolution, error logging, and proactive reporting.
• Analyze trends and system data to identify and prevent recurring issues, informing product improvements.
• Work jointly with the Atlanta team to establish standardized documentation, knowledge bases, shared KPIs, success metrics, and process improvements that enhance overall support operations.
• Partner with Product, QA, Engineering, and Account Management to resolve issues and enhance system reliability.
• Proactively share insights and feedback from your region to AMP's headquarters and collaborate with Atlanta counterparts to communicate recurring themes or improvement opportunities.
• Drive remote communication best practices-leveraging video calls, project management tools, and proactive reporting to stay connected.

Benefits

• Highly competitive salaries
• Potential equity interest in a rapidly growing company
• 401K plan with company matching
• Excellent medical, dental, and vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Machinery Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees