Support Engineering Manager

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💎 Seniority level: Manager, 3+ years

📍 Location: United States

🔍 Industry: SaaS

🏢 Company: Freshpaint

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: Data AnalysisCustomer serviceTroubleshootingCross-functional collaborationProcess improvementTechnical support

Requirements:

3+ years of experience leading technical support teams in SaaS
Strong troubleshooting skills
Experience in process improvements for support operations
Ability to collaborate cross-functionally

Responsibilities:

Lead and manage a team of Support Engineers
Optimize support operations for efficiency and customer satisfaction
Implement structured incident response and escalation processes
Build a robust knowledge base and automation strategies
Collaborate with Product and Engineering teams