Senior Manager, Support Engineering

Overview

Role involves leading the Technical Customer Support team and managing support operations.

Ideal candidate has 8+ years in support engineering and strong leadership skills.

Candidates must reside in specific states: AR, CA, CO, FL, GA, IL, KY, MA, MI, MT, MO, NV, NJ, NY, NC, OR, PA, TX, WA, WI

Locations

• United States, California, San Francisco

Requirements

• 8+ years in support engineering
• 5+ years leading technical support teams
• Experience with databases and SQL
• Project management skills
• Experience with Zendesk or similar CS solutions
• Strong problem-solving skills
• Empathetic leadership skills
• Calm demeanor in high-stakes interactions

Responsibilities

• Manage Tier 1 and 2 support engineers
• Oversee Tier 1 support team
• Conduct regular 1:1s and team syncs
• Help prioritize Tier 1 & 2 workload
• Own and coordinate strategic initiatives
• Be on point for P1 and P2 customer incidents
• Become subject matter expert on support tools
• Track and report on team KPIs