The opportunity
As Senior Manager, Technical Support Engineering, you'll shape the future of our technical support function. You'll lead and develop a team of technical support specialists and establish a new technical support engineering function.
What you'll do
Set the direction for the technical support craft. Translate company goals: into a clear strategy for the function: strong technical capability, collaborative ways of working, and consistent delivery. Define what excellent technical support looks like and build the roadmap to get there.
Lead and grow technical support experts. Guide technical support experts: across countries, mentoring them to strengthen technical judgment, troubleshooting depth, and execution. Build a culture of expertise, accountability, and continuous improvement that scales beyond a single team or geography.
Develop specialist talent. Create clear growth paths for technical support: engineers and specialists, identifying where deeper product and platform expertise will have the greatest impact. Invest in coaching and knowledge-sharing so expertise scales across teams rather than sitting with a few individuals.
Evolve the support model. Modernize how technical support operates, driving: specialization, workflow optimization, and the thoughtful adoption of automation and AI. Reduce operational friction and ensure the team is enabled to focus on the highest-value, most technically complex problems.
Measure what matters. Mature how success is measured, going beyond core: support metrics to quality, technical effectiveness, and customer outcomes. Use data to guide priorities, track the impact of key initiatives, and feed learnings back into the broader support strategy.
Partner across Engineering, Product, and GTM. Build trusted relationships: with cross-functional peers and senior stakeholders. Represent the voice of technical support in planning and decision-making, ensuring the function's priorities are understood and reflected in broader company direction.
What they're looking for
- Drive product and experience improvements. Identify the patterns behind: complex customer pain points and turn them into clear opportunities for Product and Engineering. Help fixing friction at the source for the benefit of both customers and support teams.
- Lead through growth and change. Bring clarity and steadiness as the function: scales, guiding teams through product launches, organizational change, and new ways of working.
