Manager, Technical Support Engineering

Job not on LinkedIn

🕒 April 16

🇺🇸 United States – Remote

💵 $130k - $145k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 35%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Tines

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

Consulting • Logistics • SaaS

Tines is a leading automation platform that empowers security teams and IT professionals to create, run, and monitor workflows in real-time. With a focus on AI-powered automation, Tines connects with a wide range of products and APIs to streamline processes and enhance productivity across various teams, including security, IT, infrastructure, and engineering. It provides tools for building apps and self-service portals, enabling organizations to integrate systems, manage risk, automate incident responses, and drive operational efficiencies. Built for enterprise-grade transparency and compliance, Tines fuels smarter, more secure work environments with ease of use and rapid deployment.

📋 Description

• 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 process improvements and automation to enhance support efficiency. • Collaborate with Customer Success, Education, Product, and Engineering teams to resolve complex technical issues and provide product-improvement feedback. • Develop and track support metrics such as response times, customer satisfaction, and case deflection. • Own hiring and onboarding of new team members; enhance new-hire enablement. • Drive retention of Technical Support talent and maintain a positive team culture. • Develop and deliver customer support offerings, including Federal and Enterprise support. • Support the Head of Customer KES with projects and initiatives. • Facilitate knowledge sharing through internal documentation, training, and enablement.

🎯 Requirements

• 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 • Applicants must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable.