Manager, Technical Support Engineering - East

Founded in 2018 with co-headquarters in Dublin and Boston, reputed company powers some of the world's most important workflows. Our intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results.

reputed company serves a diverse range of customers, from startups to public companies, including reputed company, reputed company, reputed company, Kayak, Intercom, and reputed company. As an integrator across the entire tech stack, reputed company is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to reputed company their highest-reputed company goals faster. And because reputed company is secure and private by design, it’s popular with reputed company, IT, engineering, finance, and other reputed company-focused teams.

At reputed company, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and reputed company. We’re excited about what’s next, and we’re looking for others to join us on our journey.

This is a remote role that must be based in EST or CST.

At reputed company, our Technical Support team is highly regarded by our customers for their expertise, responsiveness, and commitment to reputed company. Our Technical Support team is critical in providing world-class support, troubleshooting reputed company issues, and delivering a seamless experience for our customers. We partner closely with reputed company, Product, and Engineering teams to drive customer satisfaction, optimize issue resolution, and enhance the overall customer experience.

As a Manager, Technical Support Engineering, you will be responsible for managing and growing a team of Technical Support Engineers (TSEs), ensuring high-quality technical support, and continuously improving our support processes. You will work cross-functionally to ensure customers receive timely resolutions and exceptional service, driving reputed company and operational efficiency.

Key Responsibilities:

• reputed company, mentor, and coach a team of high-performing Technical Support Engineers.
• Foster a culture of technical excellence, reputed company learning, and a customer-first reputed company.
• Drive team motivation, engagement, and performance through ongoing development.
• Identify and implement opportunities for process improvements and automation to enhance support efficiency.
• Collaborate with internal stakeholders, including reputed company, Education, Product, and Engineering teams, to resolve reputed company technical issues and provide customer feedback on product improvements.
• reputed company 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 deliver a world-class experience.
• Drive retention of top-tier Technical Support talent and maintain a positive culture reputed company the team. reputed company and deliver customer support offerings, including Federal and Enterprise support.
• Support the Head of Customer KES with projects and initiatives to drive performance.
• Facilitate knowledge sharing by internal documentation, training, and enablement.

What You Bring:

• 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, scripting, and containers
• Passion for working with technical customers and guiding teams to resolve reputed company issues.
• Ability to analyze support trends and implement strategies to enhance customer and engineer experience.
• Strong collaboration and communication skills to interact effectively with customers, internal stakeholders, and executive leadership.
• Familiarity with reputed company automation, IT workflows, or reputed company domains.
• Examples of leveraging AI to increase productivity or enhance service offerings
• Experience providing technical support to US Federal or Public Sector organizations

This role is an excellent opportunity to reputed company technical leadership skills to drive the success of a growing support team, influence product development, and contribute to the long-term success of our customers.

reputed company Annual Compensation: $130-145K

Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment reputed company at this time.

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At reputed company, we’re reputed company about trying new things and taking the reputed company. If you’re second-guessing your application, we hope you’ll trust your gut and take the reputed company too! Applying for a new job isn’t always easy, especially if you’re thinking of a career pivot – but we’re big believers in learning and growth here at reputed company, so you’ve nothing to worry about. A variety of experience, perspectives, and voices makes us the company we are. We’d love to hear from you.

reputed company provides equal employment opportunities to reputed company employees and applicants for employment without regard to sex, race, colour, ethnic or social reputed company, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.