Thorn

Senior Support Engineering Manager

Thorn

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $100,000 - $138,000 per year

Job Level

Senior

About the role

  • Lead a high-performing, collaborative, and inclusive team of support engineers
  • Partner closely with customers to guide them through the full sales and product lifecycle
  • Serve as an expert on customer use cases
  • Drive continuous improvement and automation of support processes
  • Collaborate cross-functionally across Product team, Engineering, Data Science, and Sales
  • Own and continuously improve your team’s operating processes
  • Proactively share your technical expertise on customer use cases with cross-functional stakeholders
  • Work with engineers across projects to identify and action opportunities for alignment
  • Manage your direct reports through consistent 1-1s, quarterly check-ins, and regular feedback
  • Invest in your direct reports’ personal development
  • Support the career development of support engineers with varied technical ambitions
  • Define and lead the hiring process for your team

Requirements

  • You have a commitment to putting the children we serve at the center of everything you do
  • You communicate clearly, efficiently, and thoughtfully, to technical and non-technical audiences
  • You have experience communicating with external users, with a love for providing an exceptional experience for the customer
  • You have a focus on using tech to automate and scale teams
  • You are comfortable with a fast-paced and fluid environment
  • You enjoy creative problem solving for people as well as technical issues
  • You demonstrate strong judgement in prioritizing customer needs
  • You care for people, and want to support your team members to grow and succeed
  • You are experienced in coaching technical talent with diverse career goals
  • You collaborate across different disciplines, including internal and external stakeholders
Benefits
  • Our remote-first work model is structured around working from home most of the time
  • There will be times that employees are expected to travel
  • At Thorn, we know that great people make a great organization
  • We value our people and offer employees a broad range of benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
collaborationcommunicationcoachingproblem solvingjudgmentteam developmentcustomer focusleadershipcontinuous improvementautomation