Technical Support Engineering Manager

Tines

Manager of Technical Support Engineering at Tines leading a remote team to deliver exceptional customer support. Responsible for mentoring, coaching, and process improvements in technical support roles.

Posted 4/16/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $130,000 - $145,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Tines Website LinkedIn All Job Openings 51 - 200 employees Founded 2018 ☁️ SaaS 🔒 Cybersecurity 🏢 Enterprise SaaS
Cybersecurity
Enterprise Tines is a leading automation platform that empowers security teams and IT professionals to create, run, and monitor workflows in real-time. With a focus on AI-powered automation, Tines connects with a wide range of products and APIs to streamline processes and enhance productivity across various teams, including security, IT, infrastructure, and engineering. It provides tools for building apps and self-service portals, enabling organizations to integrate systems, manage risk, automate incident responses, and drive operational efficiencies. Built for enterprise-grade transparency and compliance, Tines fuels smarter, more secure work environments with ease of use and rapid deployment. Technical Support Engineering Manager Job not on LinkedIn 🔥 1 hour ago 🇺🇸 United States – Remote 💵 $130k - $145k / year ⏰ Full Time 🟠 Senior 🔴 Lead 📞 Support Engineer 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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 Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Director – Solutions Support Engineering 🔥 1 hour ago Wiz 201 - 500 🔒 Cybersecurity Website LinkedIn All Job Openings Director of Solutions Support Engineering overseeing regional technical support operations. Leading AI-first support model initiatives at a cloud security startup. 🇺🇸 United States – Remote ⏰ Full Time 🔴 Lead 📞 Support Engineer 🦅 H1B Visa Sponsor AWS Azure Cloud Cyber Security Google Cloud Platform Java Kubernetes Python Go Tier II Product Technical Support Engineer 🔥 2 hours ago Johnson Controls 10,000+ employees 🏢 Enterprise ☁️ SaaS 🔐 Security Website LinkedIn All Job Openings Technical Support Engineer providing technical support for chiller products at Johnson Controls. Supporting Field Sales & Service organization with warranty claims and technical service bulletins. 🇺🇸 United States – Remote 💵 $100k - $134k / year ⏰ Full Time 🟠 Senior 🔴 Lead 📞 Support Engineer 🦅 H1B Visa Sponsor Product Development and Support Analyst 🔥 13 hours ago Milliman 1001 - 5000 🤝 B2B ⚕️ Healthcare Insurance 💸 Finance Website LinkedIn All Job Openings Product Development and Support Analyst solving data analysis and predictive modeling to support healthcare analytics and business growth. Leveraging statistical software and AI tools for enhanced accuracy and efficiency. 🇺🇸 United States – Remote 💵 $59.2k - $109k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 🦅 H1B Visa Sponsor Cloud Docker Python VBA Technical Support Specialist 🔥 15 hours ago TruBridge 1001 - 5000 ⚕️ Healthcare Insurance ☁️ SaaS 💸 Finance Website LinkedIn All Job Openings Technical Support Provider assisting clients with electronic billing software needs. Supporting eligibility verification and patient liability estimator service lines remotely. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Sales Support Analyst 🔥 15 hours ago The Cigna Group 10,000+ employees ⚕️ Healthcare Insurance 💊 Pharmaceuticals Website LinkedIn All Job Openings U500 Presale Analyst responsible for reviewing RFPs and preparing medical, dental and vision quotes. Coordinating aspects of new business sales and existing business renewals within Cigna Healthcare. 🇺🇸 United States – Remote 💵 $26 - $40 / hour ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer SFDC View More Support Engineer Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

technical supporttroubleshootingREST APIsscriptingcontainersprocess improvementsautomationsupport metricscustomer support offeringssecurity automation

Soft Skills

leadershipmentoringcoachingcollaborationcommunicationproblem-solvingcustomer-first mindsetteam motivationengagementcontinuous learning