Support Engineering Manager for US Government - Remote

Overview

Join our US Government support team and shape our future customer experience. You are someone who is self-directed and looking to be responsible for a team and their complete delivery. You will collaborate with global peers, but be singular in your responsibility: Serve our US Government customers. That entails evolving our support approach to make sure we are elevating our experience to exceed their expectations. You should have experience hiring excellent engineers, as well as building processes and supporting enterprise products.

In Short

• Manage a team of tight-knit support engineers who are focused on troubleshooting complex environments for the US Government.
• Collaborate with other Support Engineering managers to design, develop and evolve our approach to providing excellent support.
• Focus on hiring the best engineers to meet our changing customer needs.
• Partner with greater engineering to make sure that our product evolves to serve our Government customers.
• You will join other managers in our on-call rotation (during working hours) to help manage escalated customers.
• Support engineers by joining in for customer calls and ticket management as needed by Engineers.

Requirements

• Years of experience leading and managing Support Engineering teams – especially through scaling transitions.
• A Customer first mindset: Not the customer is always right, but the customer is at the center of everything we do.
• US Government Experience – You understand the ins and outs of how Gov is similar but different to private enterprise.
• Excellent hiring manager: You’ve hired and developed new teams. You’ll identify the right folks to hire to deliver now, and the right folks that have growth potential.
• Mentorship: Helping to coach our more junior engineers through challenging customer scenarios as well as professional development.
• A Can-do mindset: Managers have influence and direction over their teams and your attitude will be key in guiding and shaping the attitudes of your team.
• Experience in Crisis management - Ability to handle high-pressure situations involving sensitive government systems or data.

Benefits

• Benefits to support your health, finances, and well-being.
• All remote, asynchronous work environment.
• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental leave.
• Home office support.