Remote job
Manager, Technical Support Engineering
Job details
About this role
Role overview
Lead a team of technical product specialists who provide short, task- or project-based support to customers and internal analyst teams. You will oversee a ticket-based service, ensuring requests reach the right expertise and are handled accurately and promptly, while developing the team and improving delivery operations.
Responsibilities
- Coach and develop technical specialists, identify skill gaps, and create opportunities for learning and career growth. - Organize specialist groups around areas of expertise and encourage knowledge sharing and continuous improvement. - Manage daily ticket intake, triage, prioritization, routing, escalations, delivery, and team capacity. - Set consistent service standards and improve workflows based on recurring issues, performance data, and customer feedback. - Act as an escalation point for complex or high-impact work, engaging customers and internal teams when needed. - Report on ticket volumes, themes, satisfaction, and service trends; contribute learnings to shared documentation.
Requirements
- Bachelor’s degree in a professional field and experience leading and developing technical teams. - Strong coaching skills and a commitment to growing technical talent. - Experience in customer success with high-value clients and hands-on familiarity with enterprise ticketing tools. - Ability to manage multiple priorities and communicate clearly with technical and non-technical stakeholders. - A data-informed approach to spotting trends and driving service improvements. - Willingness to travel at least once yearly for an annual team meeting.
Nice to have
- Experience with ticket-based service delivery or OnDemand operations. - Familiarity with digital experience monitoring, Salesforce workflows and reporting, capacity planning, or process standardization in technical services.
Benefits and work setup
- The source describes a target base pay range of $109,000–$136,000 and company-sponsored medical, dental, vacation, holiday, and retirement matching benefits.