Senior Manager, Support Engineering
Core
Lead the Support Engineering team to handle developer SDK questions and production incidents, driving AI integration and using support data to fix root causes in products.
Role type
Senior Manager, Support Engineering
Builds
Support systems, AI-assisted support workflows, and career paths for support engineers
Domain
Developer tools / Observability / AI in support
Deliverable
production ML models
Required skills
Technical support leadership, team coaching, on-call/escalation design, customer experience metrics, product feedback loops, AI/automation strategy, distributed systems knowledge, code debugging (Python/JS/Java/Ruby), stakeholder management
Preferred skills
Developer tools/observability experience, former software engineer, multi-timezone team management, open source contribution
Technologies
Python, JavaScript/TypeScript, Java, Ruby, observability tools (errors, tracing, logs)
Responsibilities
Manage and coach Technical Support Engineers, design coverage models across time zones, own core support metrics (CX, time to resolution), drive product fixes from support data, run AI-assisted support roadmap, handle high-stakes enterprise escalations
Seniority
Senior, hands-on IC leader
