Lead, mentor, and grow a team of Technical Support Engineers through coaching, feedback, and career development.
Serve as the escalation point for complex or urgent customer issues, collaborating with engineering to drive resolution.
Set and monitor team goals, metrics, and processes to ensure consistent, high-quality support.
Partner with Product and Engineering to advocate for customer needs and influence roadmap priorities.
Drive operational excellence by improving workflows, building automations, and streamlining tooling.
Champion documentation and knowledge sharing to empower both customers and teammates.

Prior experience as a Technical Support Engineer or in a hands-on technical support role.
Proven track record managing or leading a technical support team in a SaaS or developer-focused company.
Strong debugging and problem-solving skills, with a deep understanding of software development workflows.
Familiarity with IDEs, LLMs, and AI-powered developer tools.
Excellent communication skills with the ability to coach teams and engage with senior external stakeholders.
Self-starter with curiosity, creativity, and a bias for action.

Technical Support Engineering Manager

Key skills