Support Engineering Manager

Summary

Join Freshpaint's growing team as a Support Engineering Manager and lead the frontline Support Engineering team. You will be responsible for improving support efficiency, enhancing product reliability, scaling the team, driving proactive support, and strengthening engineering collaboration. This critical role ensures high-quality, customer-centric technical support, contributing to customer satisfaction and retention. You will manage a team of Support Engineers, optimize support operations, partner with other teams, and establish SLAs. The position requires proven experience in support engineering management, technical acumen, a customer-first mindset, and strong collaboration skills. Freshpaint offers a competitive compensation package, including generous equity, flexible work arrangements, comprehensive benefits, and team offsites.

Requirements

• Proven Experience in Support Engineering Management – 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
• Customer-First Mindset – Demonstrated ability to balance technical priorities with customer impact, ensuring seamless post-sales support
• Operational & Process Improvement – Experience in implementing processes that enhance support operations, such as automation, ticketing efficiency, and knowledge base expansion
• Cross-Functional Collaboration – Ability to work with Engineering, Product, and Customer Success teams to escalate, resolve, and prevent recurring issues

Responsibilities

• Lead and manage a team of Support Engineers, providing mentorship, training, and performance management
• Own and optimize support operations, driving improvements in efficiency, response time, and customer satisfaction
• Partner with Product and Engineering teams to ensure rapid response to critical customer issues and drive long-term reliability improvements
• 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
• Collaborate with Customer Success to ensure a seamless post-sales support experience, helping customers maximize value from Freshpaint
• Develop reporting and analytics to measure and continuously improve the effectiveness of the support team
• Serve as a voice of the customer, identifying recurring issues and advocating for product improvements

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

Benefits

• Joining a high-growth venture-backed startup as part of the early crew. You will be employee #70-80ish
• Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window
• Freshpaint Fridays: Half-day Fridays . Every week
• Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays
• 100% remote
• Flex in-office if you want with $150 WeWork credits each month
• 401k
• Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws)
• Mental health benefits - therapy appointments and more covered by the company
• 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team
• Generous parental leave
• Paid Spotify
• Health & Wellness benefit – gym membership or similar covered
• Regular team offsites 2-4 times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past. Ask us about the legendary Jackson offsites!
• Ownership of your work, collaboration with a close team, and direct access to founders and what it’s like to build a startup. If you leave to start your own company, we'd love to be your first angel investors