Senior Manager, Technical Support Engineering

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

📋 Description

• Take charge of performance, staffing strategy, and organizational health across various pods or business segments, ensuring robust coverage models, predictable execution, and consistent achievement of SLAs and KPIs.

• Lead and nurture a team of managers and senior individual contributors, fostering leadership capabilities, succession depth, and clear accountability throughout the organization.

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

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

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

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

• Engage in and help shape 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-through.

• Manage queue health and backlog strategy across your area, identifying systemic risks early and driving structural solutions rather than temporary fixes.

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

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

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

• Represent Support in cross-functional forums with Product, Engineering, Customer Success, and Sales, clearly communicating customer impact, operational risk, and support implications of business decisions.

• Serve as a senior customer advocate, ensuring a deep understanding of customer pain points, protecting ARR at risk, and addressing critical issues with urgency and accountability.

• Lead strategic projects that enhance supportability, efficiency, tooling, and customer experience across multiple teams, rather than solely within a single manager’s domain.

• Influence product and engineering priorities by highlighting patterns from escalations, incidents, and support data, ensuring that Support has a strong voice in roadmap and release readiness discussions.

• Oversee 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.

• Partner 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 within your organization, aligning leaders and stakeholders around new workflows, tools, and behavioral expectations, ensuring sustained adoption.

• Proactively identify potential breaking points as the organization scales, then design and implement the necessary structures, processes, and leadership mechanisms ahead of time.

• Act as the directly responsible 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.

• A minimum of 6 years of experience leading technical teams in fast-paced, high-volume support environments, including significant experience managing managers or operating through a management layer.

• Hands-on experience as an individual contributor in a 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, with measurable impacts on customer and operational outcomes.

• Demonstrated experience managing complex escalations, incidents, and executive-facing customer situations with sound judgment and composure under pressure.

• A strong record of building, coaching, and retaining high-performing managers, senior individual contributors, and future leaders.

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

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

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

• Strong analytical skills and proficiency in business reviews; capable of transforming dashboards and raw data into clear narratives, decisions, and action plans.

• Experience in constructing and interpreting reports using Salesforce, Tableau, Google Sheets, or similar tools.

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

• Exceptional verbal and written communication skills; adept at influencing senior stakeholders and representing Support credibly in executive and cross-functional environments.

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

• Strong program and change management capabilities, with a history of leading initiatives that required alignment across multiple teams.

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

• Willingness to support critical escalations and incidents after regular hours as required.

🏝️ Benefits

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

• We are an equal opportunity employer and welcome individuals from varied backgrounds, experiences, abilities, and perspectives.