Support Engineering Manager

Summary

Join Freshpaint's Support Engineering team as a Manager, leading and scaling the frontline Support Engineering team to deliver high-quality, customer-centric technical support. This crucial role involves hiring, onboarding, and coaching a high-performing team, strategically setting up processes for exponential growth, and ensuring customer satisfaction and retention. You will work in a startup environment, requiring hands-on contributions to resolve customer issues, collaborate with various teams, and optimize support operations. The position demands technical expertise, customer empathy, and a results-driven mentality. Freshpaint offers a fully remote work environment (US only), along with competitive pay, generous equity, and various benefits.

Requirements

• 3+ years of experience leading technical support or customer-facing engineering teams in a SaaS environment
• Technical Acumen & Troubleshooting Expertise – Strong ability to understand complex technical issues, support debugging efforts, and guide engineers on customer problems
• Experience with modern programming languages such as Go or JavaScript
• Proficiency in both front-end and back-end technologies, expertise in SQL
• Customer Empathy – High level of empathy and a strong focus on customer experience. You communicate effectively with customers, address their concerns with the product, and successfully de-escalate tense situations
• User-Centric Approach – Naturally curious and empathetic, with a strong ability to surface and share customer insights across the entire organization
• Results-Driven Mentality – Quick learner who adapts to new tools and technologies with ease. You take ownership, solve problems proactively, and move fast to get things done
• Self-Sufficiency & Prioritization – Able to operate independently, prioritize effectively, and manage multiple projects without requiring direction
• Operational & Process Improvement – Experience implementing processes that enhance support operations, such as automation, ticketing efficiency, and knowledge base expansion
• Cross-Functional Collaboration – Strong ability to work with Engineering, Product, and Customer Success teams to escalate, resolve, and prevent recurring issues

Responsibilities

• Lead and Develop the Support Engineering Team – Hire, onboard, and coach a high-performing and extremely technical team. You’ll review PRs, unblock ICs, and enable ICs to resolve more issues from end to end while maintaining a high bar for customer service
• Scale the Support Engineering Team - Strategically set up the necessary processes and structure in order to support exponential growth. Deeply understand headcount needed and ensure we don’t fall behind
• You’ll dig into our code base and architecture, understand how we do things, and use that knowledge to guide our customers and resolve issues for them - become the product expert of a very technical product
• Work with Go,TypeScript, and SQL to diagnose and resolve customer issues
• Review PRs and enable blocked Support Engineers to take the issue at hand to completion
• Lead and manage a team of Support Engineers, providing mentorship, technical enablement, and performance management
• Scale the team through our next phase of exponential growth - this means appropriately predicting headcount needed and ensuring we don’t fall behind on hiring. This means ensuring we have the right processes, tools, and structure in place to support that growth
• Own and optimize support operations, driving improvements in efficiency, response time, and customer satisfaction
• Act as the liaison between Customer Success and Engineering , ensuring technical updates are communicated clearly to Customer Success
• Establish and enforce SLAs, escalation processes, and monitoring frameworks to maintain a high level of support quality
• Drive automation and tooling enhancements to improve troubleshooting capabilities and reduce repetitive tasks
• Work closely with Engineering, Customer Success, and Account Management teams to provide the best technical support to our customers
• Act as the voice of the customer based on your frontline knowledge of customer needs - work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy
• Own and contribute to comprehensive technical documentation to ensure clarity and accessibility to our customers on how our product works
• Manage internal documentation to keep runbooks/procedures up to date and to share knowledge with the team

Preferred Qualifications

• Experience in healthcare, data privacy, or compliance-heavy environments where security and reliability are critical
• Familiarity with HubSpot, Zendesk, or other support tools to drive automation and reporting improvements
• Experience leading a global or distributed support team in a high-growth environment
• Familiarity with analytics tools or data warehouses (e.g., Looker, Tableau, Snowflake)
• Experience with tag management systems like Google Tag Manager

Benefits

• Competitive pay + generous equity (10-year exercise window)
• Fully remote (U.S. only) with a $150/month coworking stipend
• Half-day Fridays, every Friday
• Unlimited PTO—with a required 2-week minimum
• Top-tier health, dental & vision (100% covered for you, 80% for dependents)
• 2 “Treat Yourself” days a year—$100 and a day off, just because
• Generous parental leave
• Epic offsites twice a year (past trips: Greece, Jackson Hole, Cabo, wine country + more)