Support Engineering Manager

Role overview

This is a people-management role within a Product Support function that operates as a full engineering discipline rather than a traditional cost centre. The position co-owns support KPIs and processes alongside an existing Support Lead, directly managing a distributed team of roughly five Support Engineers across Asia, Europe, and the Americas in a 24/7 follow-the-sun model. The customer base is technically minded, so the work centres on APIs, SDKs, integration logs, and incident response for a payments platform.

Responsibilities

- Co-own day-to-day KPIs, metrics, and processes for the Support function, with direct accountability for a group of Support Engineers and willingness to step in when others are unavailable. - Manage and coach a distributed team of approximately five engineers across multiple time zones, covering delivery, growth, and performance. - Drive operational excellence by holding a consistent bar on quality and pace, performing QA, and reviewing proposals and RFCs. - Remain technically hands-on: debug API integrations, work through logs, cover the team during high demand, and lead escalations personally. - Own triage, escalation, and incident processes, including leading severe incidents through to post-mortem and root cause analysis. - Partner with Product and Engineering leadership to surface recurring issues, help shape the roadmap, and represent the customer voice. - Identify knowledge and skill gaps across the team and facilitate the training needed to close them. - Report on support performance and initiatives to Product and Engineering leadership with organisation-wide visibility.

Requirements

- 5+ years of people management experience running a 24/7 distributed support operation. - Sufficient technical depth to debug an API integration or work through logs directly, not only manage people who do. - A steady, consistent operating style, with reliability day in and day out. - Strong written and verbal communication skills, including comfort presenting to a wider company audience. - Hands-on experience managing a major incident through post-mortem and root cause analysis. - Familiarity with ticketing platforms such as Jira, Jira Service Management, or Zendesk, and with ITSM and reporting or BI tools.

Nice to have

- 1-2 years in payments, or a strong B2B or SaaS background as a substitute.

Benefits and work setup

- Fully remote and globally distributed since inception, with thoughtfully designed in-person touchpoints including workations and an annual company retreat. - Co-working space access across major cities. - Competitive share options and uncapped holiday (with a 25-day minimum). - £500 toward home office setup, a generous learning budget, and role-appropriate equipment. - Private medical insurance plus a broader set of perks that vary by location.