Manager, Solutions Support Engineering - East

Minimum Qualifications

• 1+ years of experience managing external technical support teams in a SaaS environment while serving as the hands-on, ultimate escalation anchor.
• 5+ years of hands-on experience deploying and maintaining AWS, Azure, or Google Cloud infrastructure.
• Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments.
• Meet EAR Part 772 and ITAR 120.15 requirements for a U.S. person and reside in the contiguous United States.

Preferred Qualifications

• Experience writing scripts or building tools using AI APIs to automate operational workflows.
• Practical experience managing hybrid-cloud identity, security protocols, and monitoring/logging pipelines.

Responsibilities

• Manage, develop, coach, and mentor a team of Technical Support Engineers responsible for the technical customer support experience.
• Own team accountability and performance, partnering with upper management on performance reviews, performance plans, and employee relations matters.
• Ensure successful training and onboarding of new hires.
• Guide technical training and additional learning and development activities.
• Drive projects and initiatives that improve team productivity, processes, and procedures.
• Collaborate with internal teams and customers on high-priority escalations and resolve escalations from team members as needed.
• Identify cases requiring technical or strategic escalation.
• Create, maintain, and coordinate incident management requests with product and engineering teams.
• Design and implement scalable automations for the support organization.
• Coordinate with Customer Success Managers on technical issues affecting customer success.
• Create and maintain internal or customer-facing technical and knowledge-base articles.
• Advocate for customers and timely issue resolution by understanding their environment, network, and business impact.

Compensation and Benefits

• Full-time compensation includes base salary, bonus, equity, and benefits.
• US base salary range: $177,000–$242,000 USD.
• The listed salary range reflects base salary and excludes bonus, equity, and benefits.
• This role does not offer visa sponsorship.