Senior Manager, Technical Support Engineering
Core
Lead Tier 2/Tier 3 Technical Support Engineering and Technical Account Management teams to drive organizational outcomes, operational health, and customer satisfaction across multiple business segments.
Role type
Senior Manager, Technical Support Engineering
Builds
Scalable support operations, leadership pipelines, and cross-functional partnerships for a global SaaS platform serving physical operations.
Domain
SaaS / Technical Support / Fleet Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Technical team leadership, workforce planning, incident management, backlog strategy, cross-functional partnership, change management, data-driven decision making, executive reporting, stakeholder influence, operational strategy
Preferred skills
Technical degree in CS/Engineering, prior hands-on technical support experience, experience managing managers, deep command of support metrics (CSAT, SLA, FCR), Salesforce/Tableau proficiency
Technologies
Salesforce, Tableau, Google Sheets
Responsibilities
Own performance, staffing, and organizational health across multiple support pods; lead and develop managers and senior ICs; set operating cadence and drive workforce planning; serve as senior escalation leader for critical incidents; build scalable operating mechanisms and SOPs; represent Support in cross-functional forums; drive strategic projects to improve supportability and tooling; own executive-level reporting and business reviews.
Seniority
Senior, hands-on IC with management layer
