Support Engineering Manager

Job Summary

Managing a high-caliber team of Technical Support Engineers, the full-time remote Support Engineering Manager will oversee support operations, optimize tooling, and drive product feedback while ensuring quality interactions between customers and engineering teams.

Key responsibilities

• Hire, develop, and manage a team of two Technical Support Engineers, overseeing triage rotation and escalation paths
• Configure and optimize support tooling, including case routing, SLA rules, and customer-facing communications
• Track and report on key metrics such as SLAs, bug triage accuracy, and customer satisfaction to stakeholders

Required qualifications

• 7+ years of experience in a technical support or solutions engineering role, with prior team management experience
• Strong knowledge of software infrastructure and DevOps, including Kubernetes, Docker, and REST/GraphQL APIs
• Familiarity with observability tools such as Prometheus and Grafana, as well as Linux administration and networking basics
• Demonstrated skills in SLA design, bug triage methodology, and technical communication
• Comfortable engaging with mechanical engineers and discussing concepts related to CAD platforms and simulation