Manager, Escalation Support Engineering - Remote

Overview

As an Escalation Support Engineering Manager, you will be a part of a global team responsible for providing outstanding technical support experience. You will manage a highly technical team of subject matter experts and help enable them to manage and solve complex technical escalations, answer and document questions from the field, create tools and automations to help scale our support offering, and work closely with our Product Management and Engineering teams.

In Short

• Manage, develop, coach and mentor a team of Escalation Engineers.
• Act as the owner for your team’s accountability and performance.
• Ensure successful training and onboarding of new hires.
• Guide the team through technical-training and additional learning and development needs.
• Drive projects or initiatives to improve team productivity.
• Collaborate with internal teams and customers on high-priority escalations.
• Create, maintain, and coordinate incident management requests.
• Design and implement solutions that scale the support offering.
• Coordinate with Technical Account Managers to address technical issues.
• Create technical articles for better customer support experience.

Requirements

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent experience.
• 3+ years of people management experience.
• 5+ years of hands-on technical experience in customer support, technical support, or related fields.
• 3+ years experience with Cloud technologies (Azure, AWS, GCP).
• Experience reading or debugging code in Java, Python, Shell, JavaScript, JSON.
• Proficiency with command-line tools and Linux environments.
• Experience with Kubernetes and cloud computing.
• Familiarity with security frameworks or tools.
• Excellent organizational and project management skills.
• Fast learner with a natural curiosity and love of technology.

Benefits

• Opportunity to work with a leading player in cloud security.
• Be part of a culture that values world-class talent.
• Make a significant impact in a fast-growing startup.
• Freedom to think creatively and use a full range of skills.
• Work in a global team with diverse backgrounds.