Manager, Technical Support Engineering
Core
Strategic leadership for global Slack product support, ensuring 24/7 operational excellence and seamless customer service.
Role type
Manager, Technical Support Engineering
Builds
Global support operations, 24/7 coverage, and scalable support solutions for Slack users.
Domain
SaaS / Customer Success / Technical Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Operational management, workforce strategy, escalation leadership, data-driven execution, process improvement, cross-functional collaboration, technical training, mentorship
Preferred skills
None explicitly stated
Technologies
Salesforce, Slack, enterprise-level support tools
Responsibilities
Enforce global operational metrics and KPIs, manage 24/7 staffing and coverage strategy, lead high-priority escalation management, optimize support workflows and automation, develop and deliver technical training to team members
Seniority
Manager, hands-on leadership
