Manager, Support Engineering

What you'll do

• Manage a team responsible for resolving incoming service requests and overseeing customer service delivery operations.
• Serve as the primary point of escalation for complex or difficult customer inquiries and technical issues.
• Monitor incident management processes to identify gaps and implement improvements in resolution efficiency.
• Coordinate with QA and Development teams to escalate and resolve product bugs and infrastructure issues.
• Oversee the creation and expansion of the Knowledge Base to improve documentation and user experience.
• Drive cross-functional projects to optimize customer feedback, automate KPI analysis, and improve support services.
• Monitor team performance metrics and implement operational changes to meet service goals.
• Coach and develop team members through performance management, goal setting, and training opportunities.

What we're looking for

• Must be able to read, write, and speak English.
• 6 to 10+ years of experience is required.
• Experience in Channel Management is required.
• Experience in Inclusive Leadership is required.
• Experience in People Operations Function Management is required.
• Experience in Process Execution is required.
• Experience in Technical Leadership is required.
• Experience in Technical Operations Management is required.