Lead Engineering Manager
Weekday (YC W21)
Director of Customer Support Engineering
DoseSpot
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $185,000 - $235,000 per year
Job Level
Lead
About the role
- Provide leadership and coaching to develop and mentor our Support Managers and their teams.
- Establish a culture of accountability, technical excellence, and customer-first thinking.
- Collaborate cross-functionally with Product, Engineering, QA, Implementation, and Customer Success to ensure seamless issue resolution and proactive customer support.
- Develop and optimize incident management, escalation protocols, and root cause analysis processes.
- Implement support metrics (SLAs, CSAT, NPS, backlog) and use data to drive performance improvements.
- Identify recurring customer issues and partner with Engineering/Product to address them at the root level.
- Serve as the escalation point for complex technical issues requiring deep product and system knowledge.
- Guide the team in troubleshooting, log analysis, API debugging, and integration support.
- Advocate for customer needs in product roadmap discussions, ensuring support feedback informs prioritization.
- Lead technical enablement programs for both the support engineering team and customer-facing teams.
- Represent the company in critical customer conversations and executive briefings.
- Develop strategies for proactive support, including health checks, monitoring, and customer education.
- Work with COO, People Ops, Vendor Management, and Finance to plan for annual operating planning, including headcount needs, determining areas of growth, and guide hiring strategy accordingly.
Requirements
- Experience: At least 10 years in technical support/engineering roles, with 5 years in people leadership. Demonstrated success managing managers and building high-performing technical teams.
- Education: Bachelor’s in Computer Science, Engineering, or equivalent experience.
- Core Competencies: Knowledge & Application: Shapes the strategy for global Support Engineering in partnership with senior leadership. Owns decisions on structure, tooling, and operating models, cascading strategy into execution. Accountable for budgets, headcount, and cross-functional alignment.
- Complexity & Problem Solving: Leads through ambiguous, high-stakes customer and product issues. Converts company and product strategy into scalable support models. Balances short-term incident resolution with long-term system and process improvements.
- Discretion & Impact: Sets functional strategies with long-term impact on customer retention, product adoption, and company reputation. Missteps can critically affect enterprise relationships and multi-year outcomes.
- Collaboration & Interaction: Engages executives and major customers on high-visibility issues. Negotiates across Product, Engineering, QA, and CS to align customer needs with business priorities. Acts as the senior escalation point and voice of the customer in roadmap discussions.
- Management & Supervision: Directs the activities of a global technical support team through lower management. Leads team(s) to develop new methods and solve complex matters.
