Manager, Technical Support Engineering

About the role

As a Technical Support Engineering Manager, you'll lead the team serving as the highest point of escalation for complex client issues. You'll sit at the crossroads of engineering, development, support, professional services, and sales engineering to drive timely, high-quality resolution and ensure customers get the best possible outcome. You must be located in West coast or Mountain time zones. A typical day might include Escalation & ownership Own the team's ticket queue by reprioritizing and keeping focus on the highest-impact issues Lead escalations end-to-end: engaging clients directly, mobilizing internal resources, and guiding your team with a client-first lens Help your team get unstuck quickly, knowing who to loop in, when, and how to keep things moving Coaching & continuous improvement Coach your team on problem-solving, critical thinking, and root cause analysis Develop your team's technical skills and escalation instincts through hands-on guidance and feedback Identify inefficiency trends in tickets and escalations; bring process improvement and automation recommendations to leadership Cross-functional partnership Align cross-functionally to surface and drive holistic solutions beyond the support team