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.

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

Technical Support Engineering Manager

Key skills