Manager I, Technical Support Engineering

What you'll do

• Manage and develop a team of Solutions Engineers handling client requests and technical issues.
• Mentor new Solutions Engineers to ensure successful onboarding and skill development.
• Triage and prioritize escalations, working with Product and Engineering teams on urgent matters.
• Dispatch customer requests according to queue rotation schedules for efficient service delivery.
• Oversee demo training and certification processes to maintain high-quality demonstrations.

What we're looking for

• Manage and mentor a team of Solutions Engineers, ensuring successful client support.
• Triage technical issues and collaborate with Product and Engineering teams on urgent matters.
• Oversee customer escalations and provide direct support to clients in Japan.
• Develop training programs and assist in demo certifications for new hires.
• Fluent in English and Japanese (spoken and written) for effective communication.
• Build documentation and knowledge base articles for various technologies.