Manager, Technical Support Engineering
New
E
ExpelCybersecurity
Location: RemoteFull-TimeManager
Salary$106,100 USD and $153,800 USD + bonus eligibility and equity
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Job Details
- Required Skills
- Artificial IntelligenceCybersecurityPeople Management
Requirements
- Proven experience managing a technical support or customer engineering team.
- Track record of improving operational functions rather than simply maintaining existing processes.
- Practical experience using AI and automation within operational contexts.
- Sufficient cybersecurity domain knowledge to credibly coach the team and engage on complex issues.
- Strong people management fundamentals, including 1:1s, performance management, and career development.
- Instinct for defining and measuring meaningful metrics.
- Ability to work cross-functionally across Customer Success, Product, and Engineering.
- Experience managing a queue of technical support tickets.
Responsibilities
- Manage the TSE team, including hiring, coaching, and career development.
- Ensure team maintains service level objectives (SLOs) and handle complex technical escalations.
- Redesign support architecture to eliminate repetitive, low-value work.
- Deploy AI and automation tools to enhance team efficiency and effectiveness.
- Analyze support data to identify recurring issues and push upstream fixes to Engineering and Product teams.
- Define key performance metrics to drive operational decision-making.
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