Technical Support Engineering Manager
Tines
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $130,000 - $145,000 per year
About the role
- Lead, mentor, and coach a team of high-performing Technical Support Engineers.
- Foster a culture of technical excellence, continuous learning, and a customer-first mindset.
- Drive team motivation, engagement, and performance through ongoing development.
- Identify and implement opportunities for process improvements and automation to enhance support efficiency.
- Collaborate with internal stakeholders, including Customer Success, Education, Product, and Engineering teams, to resolve complex technical issues and provide customer feedback on product improvements.
- Develop and track key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trends.
- Own the hiring and onboarding of new team members. Enhance our new-hire enablement and deliver a world-class experience.
- Drive retention of top-tier Technical Support talent and maintain a positive culture within the team. Develop and deliver customer support offerings, including Federal and Enterprise support.
- Support the Head of Customer KES with projects and initiatives to drive performance.
- Facilitate knowledge sharing by internal documentation, training, and enablement.
Requirements
- 5+ years of experience in providing technical support for enterprise software solutions.
- 2+ years of people management or team leadership experience on a technical support engineering team
- Excellent troubleshooting and problem-solving skills, with a deep understanding of troubleshooting methodologies and best practices.
- Experience working with REST APIs, scripting, and containers
- Passion for working with technical customers and guiding teams to resolve complex issues.
- Ability to analyze support trends and implement strategies to enhance customer and engineer experience.
- Strong collaboration and communication skills to interact effectively with customers, internal stakeholders, and executive leadership.
- Familiarity with security automation, IT workflows, or related domains.
- Examples of leveraging AI to increase productivity or enhance service offerings
- Experience providing technical support to US Federal or Public Sector organizations
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingREST APIsscriptingcontainersprocess improvementsautomationsupport metricscustomer support offeringssecurity automation
Soft Skills
leadershipmentoringcoachingcollaborationcommunicationproblem-solvingcustomer-first mindsetteam motivationengagementcontinuous learning