Manager I, Technical Support Engineering
Leads and develops a team of Support Engineers handling customer troubleshooting, escalations, incident response, and technical documentation. Requires team-leadership experience, basic programming and Linux knowledge, English and Korean fluency, and weekend availability.
About the job
Responsibilities
- Manage, develop, and mentor a team of Support Engineers.
- Oversee customer-request triage, issue reproduction, troubleshooting, and escalation prioritization.
- Partner with Product and Engineering on urgent customer matters.
- Support onboarding, demo training, and demo certification for Support Engineers.
- Participate in queue rotations and dispatch customer requests.
- Assist with incident response, customer communications, and internal incident updates.
- Create documentation and knowledge-base articles for various technologies.
Requirements
- At least 3 years of experience leading a team.
- Programming experience and basic knowledge of Linux.
- Business or native-level fluency in English and Korean, spoken and written.
- Strong curiosity, self-motivation, attention to detail, critical thinking, and customer focus.
- Availability for a rotating schedule, including weekends.
Benefits
- Structured onboarding.
- Global benefits, with offerings varying by country and employment type.
- Mentor and buddy programs.
- New-hire stock equity and employee stock purchase plan.
- Professional development, product training, and career pathing.
- Inclusive culture and community programs.
Skills
Linux, Programming, Incident Response, Technical Support, Troubleshooting, Documentation, Customer Escalations, Team Leadership
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