Manager, Solutions Support Engineering - East
New
Based in the United StatesFull-TimeManager
Salary$144,000 to $198,000 USD
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Job Details
- Experience
- 1+ years of experience managing external technical support teams; 5+ years of hands-on experience deploying, managing, and troubleshooting cloud infrastructure
- Required Skills
- AWSGCPKubernetesAzureTechnical supportSaaS
Requirements
- 1+ years of experience managing external technical support teams within a SaaS environment, with demonstrated success as a hands-on technical escalation leader.
- 5+ years of hands-on experience deploying, managing, and troubleshooting cloud infrastructure across platforms such as AWS, Azure, or Google Cloud.
- Proven experience using AI tools, writing scripts, or building automation solutions to improve operational workflows and support processes.
- Strong knowledge of Kubernetes, containerized environments, virtualization technologies, and cloud-native architectures.
- Experience with security practices, hybrid-cloud identity management, monitoring solutions, logging pipelines, and enterprise infrastructure.
- Strong leadership, communication, coaching, and problem-solving skills with the ability to collaborate across technical and business teams.
- Ability to manage complex customer situations, prioritize competing demands, and drive successful outcomes in a fast-paced environment.
Responsibilities
- Lead, manage, coach, and mentor a team of Technical Support Engineers responsible for delivering exceptional customer support experiences.
- Own team performance, accountability, development plans, onboarding processes, and continuous improvement initiatives in partnership with leadership.
- Serve as the technical escalation owner for complex customer issues, providing guidance on debugging, troubleshooting, networking, system administration, and cloud environments.
- Drive initiatives that improve support productivity, operational processes, automation capabilities, and customer satisfaction.
- Develop AI-powered solutions and automation workflows to scale support operations, improve efficiency, and enhance internal capabilities.
- Collaborate with engineering, product, customer success, and other internal teams to resolve high-priority customer issues and communicate critical feedback.
- Identify and manage technical escalations, incident requests, and product improvement opportunities while ensuring timely resolution.
- Create and maintain technical documentation, knowledge base resources, and support materials for internal teams and customers.
- Advocate for customers by understanding their technical environments, business impact, and success requirements.
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