Support Engineering Manager - NAMER
Core
Lead the first Support Engineering team as a technical 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, diagnostic standards, and cross-functional workflows
Domain
B2B SaaS, Customer Support, Technical Support
Required skills
People management, Technical mentorship, Complex investigation leadership, Cross-functional partnership, Workflow optimization, Hiring and onboarding
Preferred skills
Experience in B2B SaaS support environments, Ability to distinguish configuration issues from product defects, Process building from scratch
Technologies
APIs, Integrations, Logs, Databases, Application behavior, Code-level context
Responsibilities
Lead, coach, and develop Support Engineers through feedback and mentorship; 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 define career paths for future Support Engineers; Track outcomes like resolution speed and customer effort.
Seniority
Senior, hands-on IC manager
