# Manager, Technical Support Engineering - East

**Company:** [Tines](https://hotfix.jobs/companies/tines)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $130k – $145k/yr
**Experience:** 5+ years
**Skills:** REST APIs, Scripting, Containers, Troubleshooting, Security Automation, It Workflows, AI, Enterprise Software Support, Support Metrics, Technical Leadership
**Posted:** 2026-04-16

> 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.

## Job Description

## 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**

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