Manager, Solutions Support Engineering
New
Based in the United StatesFull-TimeManager
SalaryEstimated U.S. base salary range of $144,000 - $198,000 USD
Apply NowOpens the employer's application page
Job Details
- Experience
- 1+ years of experience managing external technical support teams; 5+ years of hands-on experience deploying and maintaining cloud infrastructure.
- Required Skills
- AWSGCPKubernetesAzureTechnical supportSaaS
Requirements
- 1+ years of experience managing external technical support teams in a SaaS environment.
- Experience serving as a hands-on escalation resource.
- 5+ years of hands-on experience deploying and maintaining cloud infrastructure across platforms such as AWS, Azure, or Google Cloud.
- Proven experience creating scripts, tools, or automation solutions using AI APIs or related technologies.
- Strong understanding of Kubernetes environments, virtualization technologies, and troubleshooting complex infrastructure issues.
- Experience with cloud security, hybrid-cloud identity management, security protocols, and monitoring or logging systems.
- Strong technical leadership skills with the ability to mentor engineers and manage priorities.
- Excellent problem-solving, communication, and collaboration abilities.
- Ability to work effectively in a fast-paced environment.
Responsibilities
- Lead, manage, coach, and mentor a team of Technical Support Engineers responsible for delivering a high-quality customer support experience.
- Own team performance, accountability, development plans, and operational excellence while partnering with leadership on employee growth and performance management.
- Support onboarding, technical training, and continuous learning initiatives to strengthen team capabilities.
- Act as a technical escalation point for complex customer issues, guiding engineers through troubleshooting, resolution strategies, and prioritization.
- Collaborate with internal engineering, product, and customer-facing teams to resolve high-priority technical challenges and improve customer outcomes.
- Identify opportunities to improve support processes, procedures, and productivity through automation, documentation, and operational improvements.
- Design and implement scalable solutions using AI-powered tools and automation to enhance support workflows and efficiency.
- Manage incident escalation processes and coordinate with technical teams to ensure timely resolution of critical issues.
- Partner with customer success teams to address technical challenges impacting customer satisfaction and business objectives.
- Develop and maintain technical documentation, knowledge base resources, and customer-facing materials.
View Full Description & ApplyYou'll be redirected to the employer's site
