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About the Role
We are looking for an experienced Senior Manager of Technical Support Engineering to lead a significant portion of our Tier 2/Tier 3 Technical Support organization within Global Support. In this role, you will own performance, operating rhythm, org design, and execution across multiple teams and customer segments (e.g. SMB, MMC, ENT/STRAT), while building the systems, leaders, and cross-functional partnerships needed to scale.
You will lead managers, senior individual contributors, and/or specialized support functions across Technical Support Engineering and Technical Account Management. You will be responsible for driving organizational outcomes across CSAT, SLA, FCR, backlog health, escalation quality, incident readiness, and team effectiveness. This role requires a leader who can operate at multiple altitudes: close enough to the work to guide execution during critical customer moments, and strategic enough to shape org structure, processes, tooling, and cross-functional priorities for long-term impact.
You will serve as a senior partner to Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management, representing Technical Support in high-visibility forums and helping define how we scale support excellence as the business grows.
What You'll Do
- Own performance, staffing strategy, and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs.
- Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability across the organization.
- Set the operating cadence for your area through goal-setting, business reviews, inspection mechanisms, and action plans tied to company and support priorities.
- Drive workforce planning for your organization in partnership with Workforce Management, Recruiting, and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions.
- Partner with managers to ensure high-quality performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers.
- Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right staffing, communication, prioritization, and executive visibility.
- Participate in and help shape the Technical Support leadership on-call model, acting as a senior incident leader for P0/P1 events and ensuring high-quality incident reviews, action tracking, and operational follow-through.
- Own queue health and backlog strategy across your area, identifying systemic risk early and driving structural fixes rather than one-off interventions.
- Build and evolve scalable operating mechanisms, SOPs, playbooks, routing models, escalation frameworks, and quality standards that improve consistency, speed, and customer outcomes.
- Partner with Support Ops, Enablement, and Backline to identify trends across bugs, product gaps, process friction, and training opportunities, converting them into measurable improvement plans.
- Raise the bar on knowledge quality and operational rigor by establishing expectations for documentation, runbooks, reusable learnings, and support readiness.
- Represent Support in cross-functional forums with Product, Engineering, CS, and Sales, clearly articulating customer impact, operational risk, and the support implications of business decisions.
- Act as a senior customer advocate, ensuring we deeply understand customer pain points, protect ARR at risk, and close the loop on critical issues with urgency and accountability.
- Drive strategic projects that improve supportability, efficiency, tooling, and customer experience across multiple teams, not just within a single manager’s area.
- Influence product and engineering priorities by surfacing patterns from escalations, incidents, and support data, and by ensuring Support has a strong voice in roadmap and release readiness discussions.
- Own executive-level reporting for your area, including weekly, monthly, and quarterly business reviews; synthesize trends, risks, root causes, and recommendations for Directors, VPs, and cross-functional leaders.
- Partner with Support Ops and BI teams to improve reporting infrastructure and metrics definitions across SFDC, Tableau, and related systems, ensuring decisions are grounded in trusted data.
- Lead change management across your organization, aligning leaders and stakeholders around new workflows, tools, and behavioral expectations, and ensuring adoption sticks.
- Proactively identify where the organization will break as scale increases, then design and implement the structures, processes, and leadership mechanisms needed ahead of that curve.
- Act as the directly responsible individual for large cross-functional programs, aligning stakeholders on scope, milestones, dependencies, risks, and success criteria.
What We're Looking For
- Technical degree in Computer Science or Engineering preferred, or equivalent practical experience.
- 6+ years of experience leading technical teams in fast-paced, high-volume support organizations, including meaningful experience managing managers or leading through a management layer.
- Demonstrated success running larger support organizations across multiple teams, business segments, or functions with measurable impact on customer and operational outcomes.
- Proven experience handling complex escalations, incidents, and executive-facing customer situations with strong judgment and calm under pressure.
- Strong track record of building, coaching, and retaining high-performing managers, senior ICs, and future leaders.
- Ability to zoom in on operational details when needed and zoom out to drive organizational strategy, structure, and long-term scale.
- Deep command of support metrics and service operations, including how to improve CSAT, SLA attainment, FCR, backlog health, escalation quality, and incident response effectiveness.
- Experience translating support insights into cross-functional action with Product, Engineering, Customer Success, Sales, and Operations.
- Strong analytical and business review skills; able to turn dashboards and raw data into clear narratives, decisions, and action plans.
- Experience building and interpreting reporting in Salesforce, Tableau, Google Sheets, or similar tools.
- Comfortable holding a high bar on performance, giving direct feedback, and making tough people decisions when needed.
- Excellent verbal and written communication; able to influence senior stakeholders and represent Support credibly in executive and cross-functional settings.
- Genuine passion for technical problem-solving, root cause analysis, and improving product reliability and supportability at scale.
- Strong program and change management skills, with a track record of leading initiatives that required alignment across multiple teams.
- High ownership, strong prioritization, and the ability to manage competing demands in ambiguous, fast-moving environments.
- Flexible to support critical escalations and incidents after hours as needed.
Preferred Qualification
- Hands-on experience with Salesforce, including case management, reporting, dashboards, and workflow optimization.
- Experience with Tableau or similar BI tooling for operational reporting and trend analysis.
- Familiarity with Jira, Confluence, and knowledge management best practices.
- Experience in data-driven support strategy, including segmentation, cohort analysis, and identifying leading indicators of customer risk.
- Prior experience in IoT, telematics, fleet management, or related domains is a plus.
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