From the listing
About the role
We are looking for an experienced Senior Manager of Technical Support Engineering to lead a significant portion of our Tier 2/Tier 3 Technical Support organization within Global Support. You will own performance, operating rhythm, org design, and execution across multiple teams and customer segments, while building the systems, leaders, and cross-functional partnerships needed to scale.
You will lead managers, senior individual contributors, and/or specialized support functions across Technical Support Engineering and Technical Account Management, driving organizational outcomes across CSAT, SLA, FCR, backlog health, escalation quality, incident readiness, and team effectiveness.
What you'll do
- Own performance, staffing strategy, and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs.
- Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability across the organization.
- Set the operating cadence through goal-setting, business reviews, inspection mechanisms, and action plans tied to company and support priorities.
- Drive workforce planning with Workforce Management, Recruiting, and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions.
- Partner with managers to ensure high-quality performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers.
- Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right staffing, communication, prioritization, and executive visibility.
- Participate in and help shape the Technical Support leadership on-call model, acting as a senior incident leader for P0/P1 events and ensuring high-quality incident reviews, action tracking, and operational follow-through.
- Own queue health and backlog strategy, identifying systemic risk early and driving structural fixes rather than one-off interventions.
- Build and evolve scalable operating mechanisms, SOPs, playbooks, routing models, escalation frameworks, and quality standards that improve consistency, speed, and customer outcomes.
- Partner with Support Ops, Enablement, and Backline to identify trends across bugs, product gaps, process friction, and training opportunities, converting them into measurable improvement plans.
- Establish expectations for documentation, runbooks, reusable learnings, and support readiness.
- Represent Support in cross-functional forums with Product, Engineering, CS, and Sales, articulating customer impact, operational risk, and the support implications of business decisions.
What they're looking for
- 6+ years of experience leading technical teams in fast-paced, high-volume support organizations, including meaningful experience managing managers or leading through a management layer.
- Hands-on experience as an individual contributor in a technical support engineering, technical operations, or similarly technical role before moving into people leadership.
- Demonstrated success running larger support organizations across multiple teams, business segments, or functions with measurable impact on customer and operational outcomes.
- Proven experience handling complex escalations, incidents, and executive-facing customer situations with strong judgment and calm under pressure.
- Strong track record of building, coaching, and retaining high-performing managers, senior ICs, and future leaders.
- Ability to zoom in on operational details when needed and zoom out to drive organizational strategy, structure, and long-term scale.
- Deep command of support metrics and service operations, including how to improve CSAT, SLA attainment, FCR, backlog health, escalation quality, and incident response effectiveness.
- Experience translating support insights into cross-functional action with Product, Engineering, Customer Success, Sales, and Operations.
- Strong analytical and business review skills; able to turn dashboards and raw data into clear narratives, decisions, and action plans.
- Experience building and interpreting reporting in Salesforce, Tableau, Google Sheets, or similar tools.
- Comfortable holding a high bar on performance, giving direct feedback, and making tough people decisions when needed.
- Excellent verbal and written communication; able to influence senior stakeholders and represent Support credibly in executive and cross-functional settings.
Nice to have
- Technical degree in Computer Science or Engineering preferred, or equivalent practical experience.
- Hands-on experience with Salesforce, including case management, reporting, dashboards, and workflow optimization.
- Experience with Tableau or similar BI tooling for operational reporting and trend analysis.
- Familiarity with Jira, Confluence, and knowledge management best practices.
- Experience in data-driven support strategy, including segmentation, cohort analysis, and identifying leading indicators of customer risk.
- Prior experience in IoT, telematics, fleet management, or related domains is a plus.
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Benefits
Work from anywhereComprehensive benefitsWorkspace stipendRetirementPaid holidaysPaid parental leave