Manager, Technical Support Engineering
Core
Lead Tier 2/Tier 3 Technical Support Engineering and Technical Account Management teams to drive organizational outcomes, scale support excellence, and manage complex escalations for a global SaaS platform.
Role type
Senior Manager of Technical Support Engineering
Builds
Scalable support operations, leadership pipelines, and cross-functional partnerships for a fleet management SaaS platform
Domain
SaaS / Fleet Management / Technical Support Operations
Deliverable
dashboards & analysis
Required skills
Team leadership, organizational design, workforce planning, incident management, stakeholder management, data analysis, change management, strategic planning, performance management, cross-functional collaboration
Preferred skills
Technical degree in CS/Engineering, hands-on IC experience in technical support, experience managing managers, deep command of support metrics (CSAT, SLA, FCR), Salesforce/Tableau proficiency
Technologies
Salesforce, Tableau, Google Sheets
Responsibilities
Own performance, staffing strategy, and organizational health across multiple support pods; Lead and develop a layer of managers and senior ICs; Drive workforce planning including headcount and capacity modeling; Serve as senior escalation leader for critical customer issues and major incidents; Build scalable operating mechanisms, SOPs, and escalation frameworks; Partner with Product and Engineering to influence roadmap based on support insights; Own executive-level reporting and business reviews.
Seniority
Manager, hands-on leadership
