Manager, Senior Support Engineering
Leads a senior technical support engineering team responsible for complex escalations, incident management, customer workload reliability, and scalable automation. Requires 10+ years in technical engineering disciplines and 5+ years managing engineers or leading complex technical projects.
About the job
Responsibilities
- Build and lead a highly technical team of Senior Support Engineers with backgrounds in software engineering, site reliability engineering, and systems architecture.
- Own continuous improvement of incident management processes, including tooling, automation, and team readiness.
- Lead workload health monitoring and alerting programs for strategic enterprise customers, including effective 24x7 operational coverage.
- Guide the design and implementation of automation and internal tools using an AI-first mindset.
- Collaborate with Engineering, Product, Technical Success, and go-to-market teams to escalate, resolve, and prevent high-impact technical issues.
- Represent Support Engineering in customer conversations and internal forums.
- Contribute to hiring plans and global shift coverage.
- Participate in broader Support leadership strategy, operations, and culture.
Requirements
- 10+ years of experience in technical support engineering, software engineering, site reliability engineering, or a related technical discipline, including hands-on experience supporting production systems at scale.
- 5+ years of experience managing engineers or leading complex, multi-person technical projects.
- Deep technical experience in application development or infrastructure, with strong operational systems and customer reliability judgment.
- Strong cross-functional communication and influence on engineering and product roadmaps.
- Track record of implementing scalable tooling or processes using automation, AI, and systems thinking.
- Ability to operate in ambiguous environments while balancing strategic leadership with technical detail.
- Experience building trust with strategic customers during critical issues or periods of transformation.
- Mission-driven, collaborative, high-integrity, and humble working style.
Compensation and Benefits
- Hybrid work model with three days in the office per week.
- Relocation assistance is available to new employees.
Skills
Technical Support, Software Engineering, Site Reliability Engineering, Systems Architecture, Incident Management, Automation, Artificial Intelligence, Monitoring, Alerting, Production Systems, Application Development, Infrastructure, Incident Response
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