Manager, Support Engineering
FloQast
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $91,000 - $137,000 per year
About the role
- Lead a specialized team of Technical Support Engineers dedicated to unblocking customers facing complex technical issues across the FloQast Accounting Transformation Platform.
- Drive talent strategy for specialized team(s), including hiring, onboarding, 1:1 meetings, QA reviews, annual reviews, performance coaching, career development, SME assignments, and overall team design.
- Maintain deep technical proficiency in assigned Solution(s), staying current with features and limitations, product updates, future roadmap, and best practices to effectively support both customers and the team.
- Regularly participate in customer-facing and customer-adjacent activities, including strategically significant tickets or projects, high-priority escalations, and an ongoing elastic capacity to step into the queue to ensure consistent coverage.
- Leverage technical tools such as session replay, log analysis, and API clients (e.g., Postman) to perform deep-dive troubleshooting, and leverage internal admin tools (Super) to execute CRUD operations in the database.
- Own key Support metrics and queue health by monitoring ticket volume and urgency, ensuring accurate prioritization, timely responses, and effective resolutions.
- Act as a technical liaison between Support and Engineering on defects of all severities, advocating for customer impact and owning internal/external communications.
- Drive operational excellence by identifying and owning process improvements, such as AI initiatives, software administration/optimization, implementation of new systems or processes, curation of knowledge base and enablement assets, release-readiness campaigns, and data insights.
- Cultivate a high-performance culture rooted in our Support Values: Empathetic Helpers, Technical Problem Solvers, Trusted Product Experts, Generous Collaborators, and Thoughtful Communicators.
- Lead or contribute to special projects and initiatives as assigned, leveraging expertise and a creative problem-solving skillset to help the department and company achieve its goals.
Requirements
- 4+ years of functional experience in Technical Support, IT, or a related technical field.
- 1-4 years of people management experience.
- Demonstrated success in managing individual contributors in highly technical roles.
- Strong technical aptitude with the ability to quickly master complex products and rapidly evolving platform features.
- Proven ability to balance long-term strategic initiatives with day-to-day operational leadership.
- Experience partnering with cross-functional stakeholders on both technical escalations and proactive initiatives.
Benefits
- Medical
- Dental
- Vision
- Family Forming benefits
- Life & Disability Insurance
- Unlimited Vacation
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingAPI clientslog analysissession replayCRUD operationsprocess improvementsdata insightssoftware administrationperformance coaching
Soft skills
leadershipcommunicationproblem-solvingcollaborationempathystrategic thinkingteam managementcustomer advocacyoperational excellencecreativity