Senior Manager, Technical Support Engineering

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

📋 Description

• Oversee Technical Support Engineering operations across various regions and locations.

• Design and uphold a follow-the-sun model that includes regional ownership, handoffs, on-call coverage, and escalation protocols.

• Create operating cadences, coverage frameworks, priorities, procedures, runbooks, playbooks, review processes, and reporting mechanisms.

• Identify system-level operational issues and devise resilient solutions.

• Prioritize enhancements using service data, ticket trends, customer feedback, incident analyses, and team insights.

• Set standards for escalation quality, customer communication, Engineering follow-up, incident involvement, and documentation practices.

• Leverage automation and AI to minimize redundant tasks, enhance signal detection, and boost the capacity for addressing complex issues.

• Direct high-stakes customer escalations and incidents, ensuring clear accountability, timely updates, and technically valid guidance.

• Collaborate with Customer Success, Account teams, Product, Professional Services, and Engineering on intricate customer situations.

• Convert team performance metrics, customer risks, and recurring technical patterns into actionable recommendations for senior leadership.

• Build and maintain a high-performing team, establishing clear expectations for managers, team leads, and engineers.

• Mentor leaders, enhance technical expertise, and manage performance evaluations, career growth, succession planning, and employee retention.

• Set performance baselines and promote continuous improvement in service, coverage, customer satisfaction, reliability, and team effectiveness.

⛳️ Requirements

• Extensive experience in leading technical support, escalation support, site reliability, platform operations, or a related field within a SaaS, cloud, or web infrastructure setting.

• Proven experience managing globally distributed or follow-the-sun teams.

• A strong history of enhancing support operations through improved ownership, process design, metrics, and cross-functional collaboration.

• Experience in managing high-performing technical teams and mentoring managers or team leads.

• Solid background in incident and escalation management, including customer communication during critical events.

• Experience collaborating with Engineering and Product teams to investigate defects, enhance reliability, and resolve systemic issues.

• Strong analytical skills with the ability to translate operational data into clear priorities and strategic decisions.

• Experience in developing or refining service metrics, dashboards, operating reviews, and reporting for senior stakeholders.

• Excellent written and verbal communication skills, including the ability to convey complex technical concepts to non-technical audiences.

• Familiarity with observability tools, logs, traces, incident management, ticketing systems, and technical knowledge management.

• Knowledge of WordPress, Drupal, and Next.js, or similar web application and cloud infrastructure environments.

• Experience utilizing automation or AI to enhance support workflows, access to knowledge, triage processes, or operational visibility.

• Bachelor's degree in a technical, business, or related field, or equivalent practical experience.

• Visa sponsorship is currently unavailable.

🏝️ Benefits

• Industry-competitive compensation and equity plan.

• Flexible time off, sick leave, and 13 paid holidays.

• Comprehensive medical insurance, including Health, Dental, and Vision coverage.

• Paid parental leave, along with benefits for fertility, adoption, and other family planning needs.

• In-office workspaces available in San Francisco and Chicago.

• Monthly allowances for wellness, reading, and access to LinkedIn Learning for ongoing development.

• Team-based and company-wide events and activities that inspire, educate, and foster community.

• Performance bonuses.

• Equity opportunities.