Senior Manager, Support Engineering - Remote

Overview

Federato is on a mission to defend the right to efficient, equitable insurance for all. They enable insurers to provide affordable coverage to people and organizations facing today's challenges, including the climate crisis and cyber-attacks.

In Short

• Federato is hiring a Senior Manager of Technical Support.
• The role involves architecting and scaling the support function.
• Requires building systems, processes, and teams in a SaaS environment.
• Acts as the subject matter expert on support operations.
• Collaborates closely with Customer Success and Engineering teams.
• Focuses on designing and building from the ground up.
• Responsible for hiring and developing a support team.
• Analyzes support ticket data to inform product prioritization.
• Leads operational alignment and postmortem analysis.
• Requires strong communication skills with technical and executive audiences.

Requirements

• 6–8+ years in technical support in enterprise SaaS or similar roles.
• 3–4+ years of leadership experience.
• Demonstrated success in scaling support functions.
• Exceptional communication skills.
• Familiarity with SQL, REST APIs, and debugging workflows.
• Bonus: Experience in insurance tech or vertical SaaS.

Benefits

• Competitive salary and stock options.
• Benefits and additional perks included in the compensation package.
• Focus on culture fit and team collaboration.
• Opportunities for learning and growth.
• Commitment to diversity and equal opportunity.