Technical Support Engineering Manager

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

📋 Description

• Lead, mentor, and develop a team of Technical Support Engineers through guidance, feedback, and career advancement.

• Act as the escalation point for complicated or urgent customer concerns, working alongside engineering to facilitate resolutions.

• Establish and assess team objectives, metrics, and processes to guarantee consistent, top-notch support.

• Collaborate with Product and Engineering to represent customer interests and influence roadmap priorities.

• Enhance operational efficiency by refining workflows, creating automations, and optimizing tools.

• Promote documentation and knowledge sharing to empower both customers and team members.

⛳️ Requirements

• Previous experience as a Technical Support Engineer or in a hands-on technical support capacity.

• Demonstrated success in managing or leading a technical support team within a SaaS or developer-centric organization.

• Strong debugging and problem-solving abilities, coupled with an in-depth understanding of software development processes.

• Familiarity with Integrated Development Environments (IDEs), Large Language Models (LLMs), and AI-driven developer tools.

• Exceptional communication skills, capable of coaching teams and engaging with senior external stakeholders.

• Self-motivated individual with a sense of curiosity, creativity, and a proactive approach.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible working hours

• Paid time off

• Professional development opportunities