Manager, Customer Support Engineering

Responsibilities

• Manage, coach, hire, and develop the Customer Support Engineering team, setting standards for technical rigor, professionalism, and empathy.
• Own customer issues from first response through resolution, including root-cause investigations, escalation paths, ownership handoffs, and customer communication.
• Review and triage issues using logs, debuggers, and reproduction environments to isolate root causes before escalation.
• Maintain and improve support systems, reporting, and data management; use support data to identify systemic issues early.
• Provide structured feedback to Product Management and Engineering on recurring issues, usability gaps, and reliability trends.
• Partner with Customer Success Managers on escalations, at-risk accounts, and transitions between support interactions and broader account strategy.

Requirements

• 6+ years of experience in customer success engineering, support engineering, solutions engineering, or a comparable customer-facing technical function.
• 2+ years of people management experience.
• Experience building support systems, processes, and data reporting aligned with team and business needs.
• Ability to parse logs, use debuggers, and triage issues across firmware, Linux-based applications, and cloud services.
• Excellent communication skills, including explaining technical problems clearly to customers under pressure and representing customer needs to internal engineering teams.
• Ability to work across commercial, product, and multiple engineering disciplines while keeping issues moving across team boundaries.

Nice-to-haves

• Experience supporting products spanning embedded systems and cloud software.
• Experience scaling a support function, including coverage models.
• Familiarity with industrial equipment, metrology systems, or X-ray-emitting equipment.
• Experience supporting customers in regulated industries such as medical devices, aerospace and defense, or automotive.