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 technical resolution for enterprise clients
Domain
Technical Support / Customer Success
Deliverable
client delivery
Required skills
Team leadership, accountability management, technical skills assessment, case triage, automation implementation, cross-team collaboration, operational excellence, delivery management, account management, sales, vendor management
Preferred skills
Product feedback cycle understanding, engagement strategy
Technologies
Automation tools, case management systems
Responsibilities
Lead a team of product experts, manage customer relationships for technical support, ensure team technical readiness, participate in case triage meetings, identify resources for automation, establish cross-team engagement strategies
Seniority
Senior, hands-on IC with people management
