Skip to content
TinesTinesUnited States

Manager, Technical Support Engineering - East

Manages a team of Technical Support Engineers providing high-quality support for enterprise software, driving process improvements, and collaborating cross-functionally. Requires 5+ years technical support experience, 2+ years people management, and expertise in REST APIs, scripting, containers.

130k – 145k
Remote5+ YOESupport Engineering

About the role

Key Responsibilities

  • Lead, mentor, and coach a team of high-performing Technical Support Engineers.
  • Foster a culture of technical excellence, continuous learning, and a customer-first mindset.
  • Drive team motivation, engagement, and performance through ongoing development.
  • Identify and implement opportunities for process improvements and automation to enhance support efficiency.
  • Collaborate with internal stakeholders, including Customer Success, Education, Product, and Engineering teams, to resolve complex technical issues and provide customer feedback on product improvements.
  • Develop and track key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trends.
  • Own the hiring and onboarding of new team members. Enhance our new-hire enablement and deliver a world-class experience.
  • Drive retention of top-tier Technical Support talent and maintain a positive culture within the team. Develop and deliver customer support offerings, including Federal and Enterprise support.
  • Support the Head of Customer KES with projects and initiatives to drive performance.
  • Facilitate knowledge sharing by internal documentation, training, and enablement.

What You Bring

  • 5+ years of experience in providing technical support for enterprise software solutions.
  • 2+ years of people management or team leadership experience on a technical support engineering team
  • Excellent troubleshooting and problem-solving skills, with a deep understanding of troubleshooting methodologies and best practices.
  • Experience working with REST APIs, scripting, and containers
  • Passion for working with technical customers and guiding teams to resolve complex issues.
  • Ability to analyze support trends and implement strategies to enhance customer and engineer experience.
  • Strong collaboration and communication skills to interact effectively with customers, internal stakeholders, and executive leadership.
  • Familiarity with security automation, IT workflows, or related domains.
  • Examples of leveraging AI to increase productivity or enhance service offerings
  • Experience providing technical support to US Federal or Public Sector organizations

Target Annual Compensation: $130-145K

Skills

REST APIsScriptingContainersTroubleshootingSecurity AutomationIt WorkflowsAIEnterprise Software SupportSupport MetricsTechnical Leadership

Similar roles

Support Engineering jobs
AcuityMD

Product Support Engineer

AcuityMDBoston, MA

Product Support Engineer supporting commercial teams with complex healthcare data questions and interpretations while building the AI data context layer and evals with Engineering. Requires 4+ years in healthcare data products, customer-facing experience, technical writing, and SQL/Excel skills.

130k – 180k
Remote4+ YOESupport Engineering
LangChain

Technical Support Engineer

LangChainCincinnati, OH +5

Technical Support Engineer leads escalation for technical issues in LLM applications and AI agents, diagnosing problems across setups, products, and deployments. Requires 4+ years experience, Python proficiency, and expertise in Kubernetes, Docker, and observability tools.

130k – 195k
Remote4+ YOESupport Engineering
Zocdoc

AI Support Operations Manager

ZocdocNew York, NY

Manages AI-powered support workflows across chat, voice, and email to automate repetitive tasks and enhance customer experiences. Requires 5+ years in support operations with hands-on AI tool experience and cross-functional collaboration.

132k – 170k
Hybrid5+ YOESupport Engineering
Chime

Software Engineer, Support Foundations

ChimeSan Francisco, CA

Build and modernize Chime's contact center infrastructure powering voice, chat, IVR, AI self-service, summarization, and routing systems for member support. Requires 3+ years production software experience with Ruby on Rails (or similar), databases, caching, and high-scale web architectures.

133k – 184k
Hybrid3+ YOESupport Engineering
Ashby

Support Manager - Americas

AshbyUnited States

Lead and grow a team of Technical Support Specialists for the Americas region at Ashby. Build Support operations, improve processes, resolve escalations, and partner cross-functionally to deliver outstanding B2B SaaS customer experiences. Requires strong technical support leadership, analytical skills, and comfort with ambiguity.

125k – 155k
Remote5+ YOESupport Engineering