Senior Manager, Technical Support Engineering

From the listing

About the role

What you'll do

• Own performance, staffing strategy, and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs.
• Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability across the organization.
• Set the operating cadence through goal-setting, business reviews, inspection mechanisms, and action plans tied to company and support priorities.
• Drive workforce planning with Workforce Management, Recruiting, and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions.
• Partner with managers to ensure high-quality performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers.
• Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right staffing, communication, prioritization, and executive visibility.
• Participate in and help shape the Technical Support leadership on-call model, acting as a senior incident leader for P0/P1 events and ensuring high-quality incident reviews, action tracking, and operational follow-through.
• Own queue health and backlog strategy, identifying systemic risk early and driving structural fixes rather than one-off interventions.
• Build and evolve scalable operating mechanisms, SOPs, playbooks, routing models, escalation frameworks, and quality standards that improve consistency, speed, and customer outcomes.
• Partner with Support Ops, Enablement, and Backline to identify trends across bugs, product gaps, process friction, and training opportunities, converting them into measurable improvement plans.
• Establish expectations for documentation, runbooks, reusable learnings, and support readiness.
• Represent Support in cross-functional forums with Product, Engineering, CS, and Sales, articulating customer impact, operational risk, and the support implications of business decisions.

What they're looking for

• 6+ years of experience leading technical teams in fast-paced, high-volume support organizations, including meaningful experience managing managers or leading through a management layer.
• Hands-on experience as an individual contributor in a technical support engineering, technical operations, or similarly technical role before moving into people leadership.
• Demonstrated success running larger support organizations across multiple teams, business segments, or functions with measurable impact on customer and operational outcomes.
• Proven experience handling complex escalations, incidents, and executive-facing customer situations with strong judgment and calm under pressure.
• Strong track record of building, coaching, and retaining high-performing managers, senior ICs, and future leaders.
• Ability to zoom in on operational details when needed and zoom out to drive organizational strategy, structure, and long-term scale.
• Deep command of support metrics and service operations, including how to improve CSAT, SLA attainment, FCR, backlog health, escalation quality, and incident response effectiveness.
• Experience translating support insights into cross-functional action with Product, Engineering, Customer Success, Sales, and Operations.
• Strong analytical and business review skills; able to turn dashboards and raw data into clear narratives, decisions, and action plans.
• Experience building and interpreting reporting in Salesforce, Tableau, Google Sheets, or similar tools.
• Comfortable holding a high bar on performance, giving direct feedback, and making tough people decisions when needed.
• Excellent verbal and written communication; able to influence senior stakeholders and represent Support credibly in executive and cross-functional settings.

Nice to have

• Technical degree in Computer Science or Engineering preferred, or equivalent practical experience.
• Hands-on experience with Salesforce, including case management, reporting, dashboards, and workflow optimization.
• Experience with Tableau or similar BI tooling for operational reporting and trend analysis.
• Familiarity with Jira, Confluence, and knowledge management best practices.
• Experience in data-driven support strategy, including segmentation, cohort analysis, and identifying leading indicators of customer risk.
• Prior experience in IoT, telematics, fleet management, or related domains is a plus.

From the company page

Benefits