Support Engineering Manager - Americas
Core
Manage a team of Support Engineers to resolve complex B2B SaaS technical issues, refine escalation practices, and build scalable support systems.
Role type
Manager, Support Engineering (B2B SaaS)
Builds
Scalable technical support processes, internal diagnostic tools, and a high-performing engineering support team.
Domain
B2B SaaS, Technical Support, Systems Engineering
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, technical problem-solving, process design, cross-functional collaboration, systems thinking, customer advocacy
Preferred skills
Experience with ATS/HRIS platforms, familiarity with log analysis and database querying
Technologies
Log analysis tools, Database querying systems, Integration platforms, API monitoring tools
Responsibilities
Lead and develop a team of Support Engineers focused on technical depth and problem-solving. Build scalable, repeatable processes for diagnosing complex issues related to integrations and APIs. Collaborate with Engineering to shape technical escalation management and bug triage. Mentor team members on technical skills including log analysis and systems architecture. Create internal tools and workflows to improve team efficiency and consistency. Partner with Product to provide feedback loops that improve usability and prevent repeat issues.
Seniority
Manager, hands-on IC with team leadership
