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.
• Manage the creation and expansion of the Knowledge Base to improve documentation and user experience.
• Drive cross-functional projects focused on service improvement, automation, and proactive support initiatives.
• Monitor key performance metrics to evaluate team goals and implement operational process improvements.
• Coach and develop team members through performance management, goal setting, and training opportunities.

What we're looking for

• Must have 6 to 10+ years of experience.
• Must be able to obtain Public Trust Clearance or other required clearances.
• Must be a U.S. citizen.
• Must be able to read, write, and speak English.
• Experience managing a team in resolving service requests and overseeing customer service delivery.
• Ability to manage cross-functional collaboration with technical leadership teams to resolve complex issues.
• Ability to monitor incident management processes and identify gaps in resolution.
• Ability to oversee the creation of documentation and expansion of knowledge bases.