Senior Manager, Technical Support Engineering
Core
Leading and scaling Technical Support Engineering for high-volume consumer and B2B payment/transaction experiences.
Role type
Senior Manager, Technical Support Engineering
Builds
Scalable support operations, tooling, workflows, and AI-enabled support strategies for consumer and B2B customers.
Domain
Fintech / Payments / Consumer Platforms
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Technical leadership, operational strategy, incident management, cross-functional partnership, data-driven decision making, team mentorship, process optimization, automation strategy, API/systems knowledge, stakeholder influence
Preferred skills
Payments/fraud domain expertise, CRM/observability tooling, global team leadership, nonprofit experience
Technologies
APIs, frontend/backend architecture, payments platforms, CRM platforms, observability/monitoring systems
Responsibilities
Lead and mentor a high-performing Technical Support Engineering organization; Define support engineering strategy for scalability and efficiency; Drive improvements in tooling, workflows, and automation; Partner cross-functionally to improve product supportability; Own operational metrics and KPIs for support quality and incident management; Participate in on-call rotation and lead major incident resolution; Develop processes for issue triage, root cause analysis, and escalation handling; Guide team in building knowledge management and training programs; Coach managers and engineers; Drive operational reporting and insights; Ensure readiness for product launches; Advocate for customer insights in product decisions
Seniority
Senior, hands-on IC with management responsibilities
