Senior Manager, Technical Support Engineering

Role overview

Lead the operating model for a global technical support engineering function, helping teams resolve complex customer issues consistently and improve platform reliability. The role combines operational leadership, high-severity escalation support, incident response, and structured partnership with Engineering and other customer-facing teams.

Responsibilities

- Set regional ownership, handoffs, on-call coverage, escalation paths, and operating cadences for a follow-the-sun team. - Use service data, customer feedback, incident reviews, and team input to find operational constraints and prioritize improvements. - Maintain practical runbooks, procedures, reporting, and standards for escalations, customer updates, incidents, documentation, and Engineering handoffs. - Lead response to high-impact customer problems and ensure clear ownership, timely communication, and credible technical guidance. - Partner with Engineering, Product, Customer Success, and other teams to investigate defects and address recurring reliability issues. - Develop managers, leads, and engineers through clear expectations, coaching, performance management, and career planning; use automation and AI to improve support workflows where useful.

Requirements

- Significant experience leading technical support, escalation support, site reliability, platform operations, or a related SaaS, cloud, or web infrastructure function. - Experience leading globally distributed or follow-the-sun teams and developing managers or team leads. - A record of improving support operations through ownership, metrics, process design, and cross-functional execution. - Strong incident and escalation management skills, including customer communication during high-impact events. - Ability to interpret operational data and build metrics, dashboards, reviews, and reporting for senior stakeholders. - Working knowledge of observability, logs, traces, incident management, ticketing, and technical knowledge systems; strong communication skills.

Nice to have

- Familiarity with WordPress, Drupal, Next.js, or comparable web and cloud infrastructure. - Experience applying automation or AI to triage, knowledge access, support workflows, or operational visibility. - A relevant degree or equivalent practical experience.

Benefits and work setup

The role supports teams across multiple regions. Listed benefits include competitive compensation and equity, flexible time off, sick days, 13 paid holidays, health, dental, and vision coverage, paid parental and family-planning benefits, and a monthly wellness and learning allowance. In-office workspaces are available in San Francisco and Chicago. The stated annual base salary range is $164,400–$205,500 in San Francisco and New York, and $147,700–$184,600 in other U.S. locations; the role is also eligible for a performance bonus and equity.