Manager, Support Engineering

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Support Engineering in United States.

In this hands-on leadership role, you will guide a team of technical support engineers to deliver exceptional service for complex software platforms. Balancing people management, strategic initiatives, and direct technical involvement, you will ensure operational excellence while serving as a trusted technical resource for customers. You will lead efforts to optimize support processes, implement AI-driven solutions, and collaborate across R&D, customer success, and product teams. Your work will directly impact customer satisfaction, team performance, and the efficiency of support operations. The position offers a dynamic environment where technical expertise, leadership, and strategic thinking converge. This role is ideal for someone passionate about mentoring, process improvement, and hands-on technical problem solving.

Accountabilities

• Lead and develop a team of Technical Support Engineers, overseeing hiring, onboarding, coaching, performance reviews, and career growth.
• Maintain deep technical expertise in assigned solutions to support both customers and the team effectively.
• Participate in high-priority escalations, customer-facing activities, and strategic support projects as needed.
• Troubleshoot and resolve complex technical issues using tools such as session replay, log analysis, API clients, and internal admin systems.
• Own key support metrics, ensuring proper ticket prioritization, timely resolution, and overall queue health.
• Act as a technical liaison with engineering, advocating for customer impact and facilitating cross-functional communication.
• Drive operational improvements, including AI initiatives, process optimization, knowledge base development, and release-readiness campaigns.
• Cultivate a high-performance, collaborative team culture aligned with core support values.
  
  

Requirements

• 4+ years of experience in technical support, IT, or a related field.
• 1–4 years of people management experience, with proven ability to lead technical teams.
• Strong technical aptitude with the ability to quickly master complex platforms and features.
• Experience balancing long-term strategic initiatives with daily operational responsibilities.
• Ability to partner with cross-functional stakeholders on technical escalations and proactive initiatives.
• Nice to have: familiarity with B2B fintech platforms, accounting or finance principles, support automation strategies, AI tools, and distributed team management.
• Strong communication, problem-solving, and organizational skills.
  
  

Benefits

• Competitive base salary: $91,000 – $137,000, with additional compensation based on performance.
• Comprehensive benefits package including medical, dental, vision, life and disability insurance, family-forming benefits, and unlimited vacation.
• 100% remote work flexibility.
• Career development and growth opportunities within a high-performing organization.
• Employee appreciation events, professional training, and access to tools supporting team collaboration and success.
  
  

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.