Manager, Support Engineering

Manager, Support Engineering

As Manager of Support Engineering, you will lead a distributed team of Support Engineers across North America and drive exceptional customer experiences for our Growth and High Touch Enterprise customer segments. This role combines traditional support leadership with modern automation and AI-driven support capabilities to efficiently scale our technical support operations.

About This Role

We're seeking a performance-driven leader who can blend deep technical expertise with modern support technologies. You'll manage a team of highly skilled Support Engineers who serve as true engineers—capable of resolving complex Tier 1-3 issues for our technical user base of developers, DevOps teams, and engineering leaders. This role emphasizes leveraging automation, AI assistance, and data-driven approaches to deliver scalable, world-class support.

Customer Segmentation Focus

• Growth Customers: Drive efficient, scalable support through automation and self-service capabilities
• High Touch Enterprise: Provide personalized, strategic technical guidance and dedicated support experiences

What You'll Do

Team Leadership & Development

• Lead and mentor a regional team of 6-8 Support Engineers across multiple time zones
• Coach team members on both technical problem-solving and modern support methodologies
• Develop career paths that emphasize AI-assisted troubleshooting and automation skills
• Foster a culture of continuous learning in emerging support technologies

AI & Automation Integration

• Implement and optimize AI-powered ticket routing, response suggestions, and resolution acceleration
• Build automated workflows for common technical issues and customer onboarding
• Leverage machine learning insights to predict and prevent customer issues
• Develop knowledge bases and self-service tools powered by AI content generation

Customer Segmentation Strategy

• Design differentiated support experiences for Growth vs. High Touch Enterprise segments
• Establish SLAs, escalation paths, and communication cadences tailored to each segment
• Implement proactive support strategies for Enterprise accounts using predictive analytics
• Balance automation efficiency for Growth customers with white-glove service for Enterprise

Process Innovation & Scaling

• Drive regional process improvements using automation and AI-assisted decision making
• Establish KPIs that measure both efficiency gains and customer satisfaction across segments
• Implement voice-of-customer programs that feed AI training and product development
• Partner with Product and Engineering teams on AI-driven product improvements

Strategic Collaboration

• Work with Customer Success to ensure seamless Growth-to-Enterprise customer transitions
• Collaborate with Sales Engineering on Enterprise pre-sales technical validation
• Represent regional customer needs and AI/automation opportunities to global leadership
• Drive adoption of new support technologies across the regional team

What We're Looking For

Leadership Experience

• 5+ years managing technical support teams of 5+ engineers in SaaS/DevTools environments
• Proven track record scaling support operations through automation and process innovation
• Experience with customer segmentation strategies and differentiated service delivery models

Technical & AI Capabilities

• Hands-on experience implementing AI/ML solutions in customer support environments
• Proficiency with support automation tools, chatbots, and workflow orchestration platforms
• Strong understanding of modern support technologies: AI-powered knowledge bases, sentiment analysis, predictive routing
• Experience with support analytics and business intelligence tools

Customer Focus

• Direct experience in technical support roles solving complex infrastructure and development issues
• Ability to translate technical problems into business impact and solutions
• Experience managing both high-volume Growth and strategic Enterprise customer relationships

Core Competencies

• Strong analytical mindset with experience using data to drive support strategy
• Excellent communication skills for both technical and executive audiences
• Ability to balance automation efficiency with personalized customer experiences
• Experience with change management in implementing new technologies and processes

Technical Bonus Skills

DevOps & Infrastructure

• CI/CD pipeline troubleshooting and optimization
• Container orchestration (Docker, Kubernetes) and cloud platforms (AWS, GCP, Azure)
• Infrastructure as Code and configuration management tools

Development & Automation

• Scripting languages (Python, Bash, PowerShell) for support automation
• API integration and webhook development for support workflows
• Git workflows and version control best practices

Modern Support Stack

• Experience with AI support platforms (Intercom Resolution Bot, Zendesk Answer Bot, custom LLM implementations)
• Support ticketing systems with advanced automation capabilities
• Customer data platforms and support analytics tools