Manager, Support Engineering

4+ years of experience in technical support, IT, or a related field. 1–4 years of people management experience. Strong technical aptitude. Experience balancing long-term strategic initiatives with daily operational responsibilities. Ability to partner with cross-functional stakeholders. Strong communication, problem-solving, and organizational skills.

Lead and develop a team of Technical Support Engineers. Maintain deep technical expertise in assigned solutions. Participate in high-priority escalations and customer-facing activities. Troubleshoot and resolve complex technical issues. Own key support metrics and ensure queue health. Act as a technical liaison with engineering. Drive operational improvements, including AI initiatives and process optimization. Cultivate a high-performance, collaborative team culture.