Solutions Support Engineering Manager

Job Summary

Leading a global team, the full-time Solutions Support Engineering Manager will manage and mentor technical support engineers, ensuring outstanding customer support while leveraging AI and automation to enhance operational workflows in a remote setting.

Key responsibilities

• Manage, develop, and mentor a team of Technical Support Engineers, overseeing their performance and accountability
• Drive initiatives to improve team productivity and collaborate on high-priority escalations with internal teams and customers
• Create and maintain technical documentation and knowledge base articles to enhance the customer support experience

Required qualifications

• 1+ years of experience managing external technical support teams in a SaaS environment
• Proven track record of utilizing AI APIs to automate operational workflows
• 5+ years of hands-on experience with AWS, Azure, or GCP infrastructure
• Experience configuring and troubleshooting Kubernetes clusters and virtualized environments
• Practical knowledge of managing hybrid-cloud identity and security protocols