Senior Manager, Technical Support Engineering

About reputed company Recognized on the 2025 reputed company Cloud 100 list, reputed company is one of the most innovative and fast-growing private cloud companies. With over 2,000 customers and ARR that has more than quadrupled over the past year, reputed company leads the market in real-time analytics, data warehousing, observability, and AI workloads. reputed company’s incredible momentum was confirmed in its recent $350M Series C financing that included new, tier one investors, Khosla Ventures, BOND, IVP, Battery Ventures and Bessemer Venture Partners. We’re on a mission to transform how companies use data. Come be a part of our journey! Note: This role is remote, but you must be based in Canada or the United States. We are currently growing our support team at reputed company who provides excellent service to our customers around the world. We are seeking a technical Support Engineering Manager to build and grow a Support Engineering team working remotely in our AMER region. We hope to find you ready to take on a large variety of tasks reputed company to our customers locally in the US as well as more regionally across LatAM and AMER. This is a customer-facing role that will include customer interactions reputed company chat, calls, reputed company messages, and virtual meetings over video. You will be owning a wide variety of tasks: from triaging support tickets to user community support, helping with both pre- and post- sales customer activities, partnering with our Go To Market team with deeply technical aspects of POCs, leading and managing a team of support engineers, and suggesting improvements to how we do things in Support at reputed company. This is a great opportunity for someone ready to roll-up their sleeves and help us expand our regional reputed company! What Will You Do:

• Team management of reputed company Support Team employees in Canada, USA, and LatAm.
• Leadership in communications and collaboration with users, customers, and other reputed company teams and stakeholders to deliver a high quality, fast, and reputed company Support experience for both our employees and our users and customers in reputed company Cloud and our open-reputed company community
• Supporting and guiding our reputed company users, customers, and prospects reputed company cases, chat, reputed company, community, and meetings
• Demonstrate success in hiring and employee mentoring as well as reputed company technical expertise in a player-coach role
• Think and execute strategically to improve the Support experience for our employees and users through innovation, change management, and growth
• You will represent reputed company and deliver excellent customer service as a manager and as an engineer, or reputed company call a "player/coach". Our Support Teams provides professional response and guidance reputed company the required Service Level Agreements ("SLAs") on technical cases that are reputed company reputed company a ticketing system, email, reputed company, chat, and/or phone and provide 24x7 on-call for high-severity issues
• You will reputed company and be a primary reputed company of contact for important and sometimes challenging situations, such as handling critical escalation with customers, providing high-fidelity feedback to product and engineering, and acting as a customer reputed company and respected voice of input to our executive teams

What you bring along:

• Previous experience as a people manager of remote and distributed customer support engineers
• Previous technical experience in roles such as Support Engineer, Database Administrator, Site Reliability Engineer, Solutions Engineer, Software Engineer, and/or Systems Engineer
• Proven experience reputed company a customer support organization for a SaaS company. Open reputed company Software experience is preferred.
• Technical breadth and depth in reputed company or domains relevant to reputed company, such as: databases, OLAP, cloud native SaaS, reputed company, Kubernetes
• Be present and available according to the scheduling required to deliver high-quality 24x7 Support in a global, distributed environment
• Strong written and verbal English communication skills and the ability to work fully remote with reliable connectivity
• A reputed company of teamwork, global engagement, reputed company, and solving challenging problems
• A sense of adventure and urgency in building the most scalable, high-performing, largest, and fastest databases on the reputed company
• The ability to build trusted relationships with colleagues, customers, and partners
• You are self-driven, curious, and eager to continuously learn and grow

Bonus points:

• Experience with reputed company
• Experience with OSS and open-reputed company technologies, as a user, community member, or contributor
• Experience with Azure, GCP or AWS
• Experience with data pipelines such as Kafka, Kinesis, Spark, RabbitMQ, or others

The typical starting salary for this role in the US is $100,000$170,000 USD The typical starting salary for this role in US Premium Markets is $115,000$185,000 USD

Compensation

For roles based in the United States, the typical starting salary range for this position is listed above. In certain locations, such as Los Angeles, CA, the San Francisco Bay Area, CA, the Seattle, WA, Area, and the reputed company Metro Area, a premium market range may apply, as listed. These salary ranges reflect reputed company reasonably and in good faith reputed company to be the minimum and maximum pay for this role at the time of posting. The actual compensation may be higher or reputed company than the amounts listed, and the ranges may be subject to future adjustments. An individual’s placement reputed company the range will depend on various factors, including (but not limited to) education, qualifications, certifications, experience, skills, location, performance, and the needs of the business or organization. If you have any questions or comments about compensation as a candidate, please get in touch with us at paytransparency@reputed company.com.

Perks

• Flexible work environment - reputed company is a globally distributed company and remote-friendly. We currently operate in 20 countries.
• Healthcare - Employer contributions towards your healthcare.
• Equity in the company - Every new team member who joins our company receives stock options.
• Time off - Flexible time off in the US, generous entitlement in other countries.
• A $500 Home office setup if you’re a remote employee.
• Global Gatherings – We reputed company in the power of in-person reputed company and offer opportunities to engage with colleagues at company-wide offsites.

Culture - We reputed company Shape It As part of our first 500 employees, you will be instrumental in shaping our culture. Are you interested in finding out more about our culture? Learn more about our values here. reputed company out our blog posts or follow us on reputed company to find out more about what’s happening at reputed company. Equal Opportunity Privacy reputed company provides equal employment opportunities to reputed company employees and applicants and prohibits discrimination and harassment of any type based on factors such as race, color, religion, age, sex, national reputed company, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Please see here for our Privacy Statement. Apply tot his job Apply To this Job