Technical Support Engineering Manager

🕒 April 16

🇺🇸 United States – Remote

💵 $130k - $145k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

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Tines

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

☁️ SaaS

🔒 Cybersecurity

🏢 Enterprise

SaaS • Cybersecurity • Enterprise

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 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.

🎯 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