Senior Manager, Technical Support Engineer

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

📋 Description

• Take charge of performance, staffing strategies, and organizational health across various pods or business segments, ensuring robust coverage models, reliable execution, and consistent adherence to SLAs and KPIs.

• Guide and nurture a team of managers and senior individual contributors, enhancing leadership capabilities, succession planning, and clear accountability throughout the organization.

• Establish the operational rhythm for your domain through goal-setting, business reviews, inspection processes, and action plans aligned with company and support priorities.

• Collaborate with Workforce Management, Recruiting, and Finance to drive workforce planning within your organization, encompassing headcount planning, hiring objectives, shift coverage, capacity modeling, and ramp assumptions.

• Work alongside managers to ensure effective performance management, coaching, career development, and retention for Technical Support Engineers and Technical Account Managers.

• Act as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring appropriate staffing, communication, prioritization, and visibility at the executive level.

• Engage in and help refine the Technical Support leadership on-call model, serving as a senior incident leader for P0/P1 events, and ensuring thorough incident reviews, action tracking, and operational follow-up.

• Manage queue health and backlog strategies within your area, proactively identifying systemic risks and driving structural improvements instead of temporary fixes.

• Develop and enhance scalable operating mechanisms, standard operating procedures, playbooks, routing models, escalation frameworks, and quality standards that boost consistency, speed, and customer outcomes.

• Collaborate with Support Ops, Enablement, and Backline to pinpoint trends in bugs, product gaps, process friction, and training opportunities, transforming them into measurable improvement plans.

• Elevate knowledge quality and operational rigor by setting standards for documentation, runbooks, reusable insights, and support readiness.

• Represent Support in cross-functional discussions with Product, Engineering, Customer Success, and Sales, effectively communicating customer impacts, operational risks, and support implications of business decisions.

• Serve as a senior advocate for customers, ensuring a deep understanding of their pain points, safeguarding at-risk ARR, and promptly addressing critical issues with accountability.

• Lead strategic initiatives that enhance supportability, efficiency, tooling, and customer experience across various teams, extending beyond a single manager’s scope.

• Influence product and engineering priorities by highlighting patterns from escalations, incidents, and support data, ensuring that Support's voice is well-represented in roadmap and release readiness discussions.

• Manage executive-level reporting for your area, including weekly, monthly, and quarterly business reviews; synthesize trends, risks, root causes, and recommendations for Directors, VPs, and cross-functional leaders.

• Collaborate with Support Ops and BI teams to enhance reporting infrastructure and metrics definitions across SFDC, Tableau, and related systems, ensuring decisions are based on reliable data.

• Lead change management initiatives within your organization, aligning leaders and stakeholders around new workflows, tools, and behavioral expectations, ensuring sustained adoption.

• Proactively identify potential organizational breakdowns as scale increases, then design and implement necessary structures, processes, and leadership mechanisms ahead of time.

• Serve as the accountable individual for large cross-functional programs, aligning stakeholders on scope, milestones, dependencies, risks, and success criteria.

⛳️ Requirements

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

• Over 6 years of experience leading technical teams in fast-paced, high-volume support organizations, including substantial experience managing managers or leading through a management layer.

• Proven success in managing larger support organizations across multiple teams, business segments, or functions, demonstrating measurable impacts on customer and operational outcomes.

• Demonstrated ability to handle complex escalations, incidents, and executive-facing customer situations with sound judgment and composure under pressure.

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

• Capacity to focus on operational details when necessary while also driving organizational strategy, structure, and long-term scalability.

• Extensive knowledge of support metrics and service operations, including methods to enhance CSAT, SLA achievement, FCR, backlog health, escalation quality, and incident response effectiveness.

• Experience in translating support insights into actionable plans in collaboration with Product, Engineering, Customer Success, Sales, and Operations.

• Strong analytical and business review capabilities; able to convert dashboards and raw data into clear narratives, decisions, and action plans.

• Proficient in developing and interpreting reports using Salesforce, Tableau, Google Sheets, or similar tools.

• Comfortable upholding high performance standards, providing direct feedback, and making difficult personnel decisions when necessary.

• Excellent verbal and written communication skills; capable of influencing senior stakeholders and credibly representing Support in executive and cross-functional environments.

• Genuine enthusiasm for technical problem-solving, root cause analysis, and enhancing product reliability and supportability at scale.

• Strong program and change management abilities, with a successful track record of leading initiatives requiring alignment across multiple teams.

• High ownership, effective prioritization, and the ability to juggle competing demands in ambiguous, fast-paced settings.

• Availability to support critical escalations and incidents outside regular hours as needed.

🏝️ Benefits

• Fostering a diverse and inclusive workplace is one of Motive's fundamental values.

• Equal opportunity employer.

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