Technical Support Engineering Manager
Core
Lead a team of product experts to solve complex customer technical issues and act as an escalation point for Support Engineers.
Role type
Senior IC Technical Support Engineering Manager
Builds
Customer experience and operational excellence in technical support
Domain
Technical Support / Customer Success
Deliverable
client delivery
Required skills
People management, operational excellence, delivery management, account management, sales, vendor management, case triage, automation implementation, cross-team collaboration, technical readiness planning
Preferred skills
Product feedback cycle understanding, team retention strategies
Technologies
N/A
Responsibilities
Lead a team of product experts to solve complex customer technical issues, manage customer relationships and act as an escalation point for Support Engineers, ensure team technical skills and readiness, participate in case triage meetings and implement automation or tools, establish engagement strategies for cross-team collaboration
Seniority
Senior, hands-on IC with people management
