Senior Manager, Technical Support Engineering
Core
Lead the operating model for Technical Support Engineering to solve complex customer problems with speed, depth, and consistency for a global SaaS platform.
Role type
Senior Manager, Technical Support Engineering
Builds
Global support operations, follow-the-sun coverage, escalation paths, and reliability processes for a multitenant web platform.
Domain
SaaS / Cloud Infrastructure / Web Operations
Required skills
Global team leadership, operational model design, incident and escalation management, cross-functional partnership, data-driven decision making, process improvement, stakeholder communication, observability knowledge, automation/AI integration.
Preferred skills
Experience with WordPress, Drupal, Next.js, cloud infrastructure environments.
Technologies
WordPress, Drupal, Next.js, observability tools, logs, traces, incident management systems, ticketing systems, AI/automation tools.
Responsibilities
Design and maintain a follow-the-sun model with clear regional ownership and handoffs; diagnose operational problems at the system level and design durable solutions; act as an escalation leader for high-impact customer issues and incidents; build and sustain a high-performing team with clear standards for judgment and technical depth; partner with Engineering and Product to investigate defects and improve reliability; use automation and AI to reduce repetitive work and increase team capacity.
Seniority
Senior, hands-on IC with leadership responsibilities
