The opportunity
As a Manager, Technical Services, you will lead a team of highly skilled support engineers. You will create the conditions for excellent customer outcomes, develop technical and people leadership capability within the team, and help scale the support model for evolving customer workloads.
What you'll do
Lead, coach, and develop a team of Technical Services Engineers, including: regular 1:1s, clear goals, performance feedback, career development, and succession planning
Build an inclusive, accountable, and customer-focused team culture where engineers can do their best work
Own regional service delivery for your team, balancing customer experience,: case health, quality, operational discipline, and team sustainability
Lead and coordinate high-impact customer escalations, ensuring timely: communication, sound technical judgment, clear ownership, and effective follow-through
Partner with Engineering, Product, Security, Customer Success, Sales, and: other Technical Services teams to resolve complex issues and bring customer feedback into product and process improvements
Work with global peers to maintain consistent follow-the-sun processes,: effective handoffs, and high-quality support across regions
What they're looking for
- Help scale support for modern application workloads involving APIs, cloud: services, distributed systems, containers, observability, data services, and AI-enabled application workflows, including agent orchestration, model and tool integrations, MCP, retrieval, memory, and production reliability considerations
- Establish and improve team operating mechanisms, including incident: management, case reviews, root-cause analysis, knowledge management, quality practices, and capacity planning
- Identify recurring customer issues and drive improvements to self-service: content, diagnostic tooling, runbooks, and support processes
- Participate in hiring and onboarding, and build a strong local talent pipeline
