Manager, Technical Support Engineering

Job Description

REQUIREMENTS

• Experience managing a technical support or customer engineering team
• Proven track record of improving operational functions
• Practical comfort with AI and automation in operational contexts
• Sufficient security knowledge to coach the team on complex issues
• Strong people management skills including performance management and feedback
• Ability to work cross-functionally with Product and Engineering teams
• Must be authorized to work in the United States

RESPONSIBILITIES

• Manage the Technical Support Engineering team, including hiring, coaching, and career development
• Drive efficiency by deploying AI and automation to eliminate repetitive work
• Maintain SLOs and handle complex technical escalations
• Identify patterns in technical issues and collaborate with upstream teams to implement permanent fixes
• Define and utilize meaningful metrics to drive operational decisions

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