Manager II, Technical Support Engineer

Responsibilities

• Lead, coach, and develop a regional team of Partner/Support Engineers, setting objectives and accountability while operating as a player-coach.
• Manage performance, provide developmental feedback, and support career growth through coaching, exposure, and stretch assignments.
• Own advertiser and partner relationships, goals, and metrics across enterprise, Tier 1, Tier 2–3, and SMB segments.
• Expand technical support coverage into new customer segments and products, adapting support models to segment needs.
• Lead team programs by defining scope, milestones, and success criteria and driving execution.
• Manage escalations involving complex, high-severity, cross-system technical issues.
• Collaborate with Product, Engineering, Sales, and Partnerships on advertiser and partner needs.
• Establish team and partner metrics, including adoption, onboarding, product usage, quality, and SLAs, and drive continuous improvement.
• Influence the API product roadmap using partner feedback and technical issue insights.
• Guide API integrations, debugging, and data investigations, selectively engaging in complex cases.
• Champion AI-driven solutions and automations to improve support scale and operational efficiency.
• Communicate with leadership and participate in client-facing and executive partner discussions.

Requirements

• 2+ years of people or team management experience leading client-focused technical teams, in addition to approximately 5+ years of overall Support, Solutions, or Partner Engineering experience.
• Background in Ad Tech, MarTech, or eCommerce.
• Strong technical skills in scripting for data manipulation and API integrations, SQL, data analysis, and debugging complex multi-system integrations.
• Experience caring about team health, operational metrics, advertiser outcomes, and partner goals.
• Ability to manage ambiguity, make timely decisions, and manage stakeholder relationships.
• Excellent written and verbal communication and client-facing or executive presence.
• Ability to use AI to improve work quality and decisions and champion AI experimentation.
• Based in New York City or Chicago; the role is remote/hybrid and requires commutable access to an office in Chicago, IL or NYC as needed.

Nice-to-haves

• Python or shell scripting.
• SQL, Presto, or Spark.
• Tableau or Superset.
• Postman or Bruno.
• Kibana.
• GitHub or Sourcegraph.
• Airflow.
• AI agents or MCPs.

Compensation and Benefits

• Base salary: $145,747–$300,067 USD.
• Eligible for equity.
• Benefits information is available through Pinterest’s careers resources.