Manage, develop, coach and mentor a team of Technical Support Engineers
Act as the owner for your team’s accountability and performance
Ensure successful training and onboarding of new hires
Guide the team through technical-training and additional learning and development needs
Drive projects or initiatives to improve team productivity, process or procedure
Collaborate with internal teams and customers on high-priority escalations
Identify cases that require escalation
Create, maintain, and coordinate incident management requests to product or engineering
Design and implement solutions that scale the support offering through automations
Coordinate with Customer Success Managers to address any technical issues impacting a customer's success
Create technical articles or knowledge base for a better customer support experience
Be a customer advocate for timely resolution of the problems reported

1+ years managing external technical support teams in a SAAS environment
Track record of writing scripts or building tools using AI APIs to automate operational workflows
5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure
Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments
Practical experience managing hybrid-cloud identity, security protocols, and monitoring/logging pipelines
Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person

Manager, Solutions Support Engineering

Key skills