Support Engineering Manager - Americas - Remote

Overview

This role is not a traditional Support Manager position. We’re looking for someone who has engineering depth, is confident diving into complex systems, and can mentor others on technical problem solving.

In Short

• Manage a team of Support Engineers and Product Experts.
• Oversee technical problem-solving and customer impact.
• Collaborate closely with Engineering and Product teams.
• Define best practices and workflows for Support Engineering.
• Mentor team members on technical skills.
• Build scalable processes for diagnosing complex issues.
• Foster a collaborative and knowledge-sharing environment.
• Recruit and grow talent with strong technical foundations.
• Advocate for customers in technical discussions.
• Help scale Support Engineering as a function.

Requirements

• Proven experience managing a Technical Support Team in a B2B SaaS environment.
• Background in Software Engineering or similar technical roles.
• Experience guiding collaboration between Support and Engineering.
• Ability to identify scalable processes for complex technical work.
• Strong judgment in prioritizing customer needs and internal work.
• Passionate about improving customer experience through technical solutions.
• Comfortable representing customer needs in Engineering discussions.

Benefits

• Competitive compensation.
• Unlimited PTO with recommended four weeks per year.
• Twelve weeks of fully paid family leave in the US.
• Generous equipment and education budget.
• Opportunity to shape a new function in the company.