Manager, Technical Support Engineering

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Oversee a significant segment of the Tier 2/Tier 3 Technical Support division within Global Support.

• Take responsibility for performance, operational rhythm, organizational design, staffing strategies, and organizational well-being across various teams and customer segments.

• Mentor and develop managers and senior individual contributors.

• Establish operational cadence through goal-setting, business reviews, inspection mechanisms, and actionable plans.

• Manage workforce planning, headcount requirements, hiring objectives, shift coverage, capacity modeling, and ramping assumptions.

• Lead performance management initiatives, coaching, career development, and retention efforts.

• Act as the senior escalation leader for critical customer concerns, major incidents, and key accounts.

• Participate in the Technical Support leadership on-call model and function as the senior incident leader for P0/P1 events.

• Manage queue health and backlog strategy while implementing structural solutions.

• Create scalable SOPs, playbooks, routing models, escalation frameworks, and quality standards.

• Collaborate with Support Ops, Enablement, and Backline on bugs, product gaps, process friction, and training opportunities.

• Set expectations for documentation, runbooks, reusable learnings, and support readiness.

• Represent Support in cross-functional discussions with Product, Engineering, Customer Success, and Sales.

• Advocate for customers, safeguard ARR at risk, and ensure resolution of critical issues.

• Lead strategic initiatives aimed at enhancing supportability, efficiency, tooling, and customer experience.

• Influence product and engineering priorities using data from escalations, incidents, and support metrics.

• Manage executive-level weekly, monthly, and quarterly business reporting.

• Enhance reporting infrastructure and metric definitions across Salesforce, Tableau, and related systems.

• Spearhead organizational change management and ensure the adoption of new workflows, tools, and expectations.

• Design structures, processes, and leadership mechanisms for future scalability.

• Serve as the directly responsible individual for large cross-functional programs.

⛳️ Requirements

• A technical degree in Computer Science or Engineering is preferred, or equivalent practical experience.

• At least 6 years of experience leading technical teams in dynamic, high-volume support environments.

• Significant experience managing managers or leading through a management structure.

• Hands-on background as an individual contributor in technical support engineering, technical operations, or a similar technical role prior to transitioning into people leadership.

• Proven success in managing larger support organizations across multiple teams, business segments, or functions.

• Demonstrated ability to address complex escalations, incidents, and executive-facing customer scenarios.

• Strong history of building, coaching, and retaining high-performing managers, senior individual contributors, and future leaders.

• In-depth knowledge of support metrics and service operations, including CSAT, SLA attainment, FCR, backlog health, escalation quality, and incident response effectiveness.

• Experience in translating support insights into actionable cross-functional initiatives with Product, Engineering, Customer Success, Sales, and Operations.

• Excellent analytical and business review capabilities.

• Familiarity with creating and interpreting reports in Salesforce, Tableau, Google Sheets, or similar tools.

• Exceptional verbal and written communication skills.

• Strong program and change management abilities.

• High sense of ownership, effective prioritization, and skill in managing competing demands in fast-paced, ambiguous environments.

• Willingness to support critical escalations and incidents after hours when necessary.

• Preferred: hands-on experience with Salesforce; proficiency in Tableau or similar BI tools; Jira; Confluence; knowledge management; data-driven support strategies; IoT, telematics, fleet management, or related fields.

• Must be authorized to receive and access commodities and technologies regulated under U.S. Export Administration Regulations.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity and inclusion.

• Some interviews or new-hire training sessions may occur in person at one of Motive's global offices.