Technical Support Engineering Manager

🕒 Abril 16

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $130.000 - $145.000 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

📞 Engenheiro de Suporte

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Tines

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2018

☁️ SaaS

🔒 Cibersegurança

🏢 Corporativo

SaaS • Cybersecurity • Enterprise

Tines é uma plataforma de automação líder que capacita equipes de segurança e profissionais de TI a criar, executar e monitorar fluxos de trabalho em tempo real. Com foco em automação impulsionada por IA, a Tines se conecta a uma ampla gama de produtos e APIs para simplificar processos e aumentar a produtividade em várias equipes, incluindo segurança, TI, infraestrutura e engenharia. Ela fornece ferramentas para construir aplicativos e portais de autoatendimento, permitindo que as organizações integrem sistemas, gerenciem riscos, automatizem respostas a incidentes e impulsionem eficiências operacionais. Projetada para transparência e conformidade em nível empresarial, a Tines promove ambientes de trabalho mais inteligentes e seguros com facilidade de uso e rápida implantação.

Descrição

• Lead, mentor, and coach a team of high-performing Technical Support Engineers. • Foster a culture of technical excellence, continuous learning, and a customer-first mindset. • 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 Customer Success, Education, 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 deliver a world-class experience. • 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. • Facilitate knowledge sharing by internal documentation, training, and enablement.

🎯 Requisitos

• 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 complex 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 security automation, IT workflows, or related domains. • Examples of leveraging AI to increase productivity or enhance service offerings • Experience providing technical support to US Federal or Public Sector organizations