Senior Manager, Technical Support Engineering
New
M
MotiveFleet Management / Tech
Remote - Islamabad & LahoreFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 6+ years of experience
- Required Skills
- Data AnalysisSalesforceJiraTableauTeam managementChange ManagementConfluenceTechnical support
Requirements
- 6+ years of experience leading technical teams in high-volume support organizations.
- Meaningful experience managing managers or leading through a management layer.
- Hands-on experience as an individual contributor in technical support or operations.
- Demonstrated success running larger support organizations with measurable outcomes.
- Proven experience handling complex escalations and executive-facing situations.
- Strong command of support metrics (CSAT, SLA, FCR, backlog health).
- Analytical and business review skills to turn data into clear narratives.
- Experience building and interpreting reporting in Salesforce, Tableau, or Google Sheets.
- Ability to influence senior stakeholders and represent support in executive settings.
- Strong program and change management skills.
- Technical degree in Computer Science or Engineering preferred.
- Flexible to support critical escalations after hours.
Responsibilities
- Own performance, staffing strategy, and organizational health across multiple pods.
- Lead and develop a layer of managers and senior individual contributors.
- Set the operating cadence through goal-setting, business reviews, and action plans.
- Drive workforce planning including headcount, hiring, and capacity modeling.
- Serve as the senior escalation leader for critical customer issues and P0/P1 incidents.
- Build scalable operating mechanisms, SOPs, and quality standards.
- Influence product and engineering priorities by surfacing patterns from escalations.
- Lead change management and cross-functional programs.
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