Support Engineering Manager - Americas
Core
Lead a technical support engineering team acting as a bridge between frontline support, product, and engineering to investigate complex issues and determine resolution paths.
Role type
Senior IC manager (support engineering)
Builds
Support engineering function, investigation standards, and cross-functional workflows
Domain
B2B SaaS, technical support, customer success
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
people management, technical mentorship, API/integration/log/database analysis, defect triage, workflow optimization, hiring/onboarding, outcome tracking
Preferred skills
experience building processes from scratch, distinguishing configuration issues from product defects, coaching engineers through ambiguous problems
Technologies
APIs, integrations, logs, databases, code-level context
Responsibilities
Lead, coach, and develop Support Engineers through feedback and career development; Review investigations and join escalations to coach on technical context; Build shared operating standards across Support, Product, and Engineering; Partner with Engineering and Product to synthesize recurring patterns and validate defects; Identify workflow friction and ship improvements to tooling and processes; Hire and onboard future Support Engineers; Track outcomes like resolution speed and customer effort
Seniority
Senior, hands-on IC with people leadership
