Manager, Technical Support Engineering

Summary

Join Tines' Technical Support team as a Manager, leading and mentoring a team of engineers to deliver high-quality support and enhance customer experience. This remote role, based in PST or MST, requires 5+ years of technical support experience and 2+ years of people management in a technical support environment. You will troubleshoot complex issues, collaborate with cross-functional teams, and develop support metrics. The position involves hiring, onboarding, and retaining top talent while fostering a culture of technical excellence. You will also contribute to product improvement and support the Head of Customer KES. The target annual compensation is $130-145K.

Requirements

• 5+ years of experience in providing technical support for enterprise software solutions
• 2+ years of people management or team leadership experience on a technical support engineering team
• Excellent troubleshooting and problem-solving skills, with a deep understanding of troubleshooting methodologies and best practices
• Experience working with REST APIs and debugging API-related issues
• Passion for working with technical customers and guiding teams to resolve complex issues
• Ability to analyze support trends and implement strategies to enhance customer experience
• Strong collaboration and communication skills to interact effectively with customers, internal stakeholders, and executive leadership
• Familiarity with security automation, IT workflows, or related domains
• Experience developing enablement content such as knowledge base articles, video tutorials, and webinars

Responsibilities

• Lead, mentor, and coach a team of Technical Support Engineers
• Continue to deliver technical support to Tines customers as part of a player/leader position
• Foster a culture of technical excellence, continuous learning, and a customer-first mindset
• Drive team motivation, engagement, and performance through ongoing coaching and development
• Identify and implement opportunities for process improvements and automation to enhance support efficiency
• Collaborate with internal stakeholders, including Customer Success, Product, and Engineering teams, to resolve complex technical issues and provide customer feedback on product improvements
• Develop and track key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trends
• Own the hiring and onboarding of new team members. Enhance our new hire enablement and create a world-class experience for new hires
• Drive retention of top-tier Technical Support talent and maintain a positive culture within the team. Develop and deliver customer support offerings, including Federal and Enterprise support
• Support the Head of Customer KES with projects and initiatives to drive performance
• Encourage knowledge sharing by internal documentation, training, and enablement

Benefits

Target Annual Compensation: $130-145K