Manager, Technical Support Engineering
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Overview
Job Description
About the role
As a support manager, you'll lead a team that tackles complex integrations, resolves challenging issues, and delivers an exceptional customer experience. This role requires a hands-on, battle-tested leader who excels in complex and ambiguous situations, drives accountability, and motivates teams, within and beyond support, to raise the bar through automation, AI, and operational excellence.
What you'll do
- Lead and develop a team of Technical Support Engineers based in AMER.
- Partner with Product, Engineering, and GTM to resolve systemic issues and drive automation that improves the customer experience.
- Design and own support operating mechanisms (e.g., SLOs, escalation paths, metrics) that prevent repeat issues and reduce manual toil.
- Lead from the front by personally handling complex L2/L3 support cases and customer escalations, while setting the technical and quality bar for the team.
- Design and own automation or AI-driven workflows that reduce manual support effort or repeat escalations.
Who you are
- A seasoned support leader with 4+ years of experience, including 2+ years directly managing technical support or solutions engineering teams in a SaaS environment.
- A bold operator with strong operational rigor who thrives in complex, high-stakes environments and raises the bar across teams.
- An assertive communicator who cuts through ambiguity, influences decisively, and drives accountability across functions.
- Hands-on and deeply technical; able to personally debug customer issues involving APIs, authentication, integrations, logs, and production systems.
- You set a high bar for execution and transform support teams into disciplined, high-performing engines of progress.
- Proven people manager who has hired, coached, and managed performance for a team of technical support or solutions engineers, including addressing underperformance.
Even better if you have
- Experience with HR tech, ATS systems, or developer productivity tools.
You will thrive in this role if
- You are comfortable pushing Product and Engineering teams with data and customer impact when quality or reliability falls short.
Compensation
- Base salary range: $180,000 - 185,000.
- This range doesn't include bonuses, stock options, or benefits for which you will be eligible.
- Final offer may vary based on skills, experience, location, and other compensation components.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.