As a Manager of Support Engineering, you lead the support engineering group reporting to the VP of Professional Services. Your team manages the day-to-day ticket triage and activities by identifying and escalating issues either the Customer Success team or the customers directly ensuring your team’s work adheres to the business requirements, and tactical best practices during implementation and sustainability of the product.

Job responsibilities:

• Provides guidance to immediate team of support engineers on daily tasks and activities
• Sets the overall guidance and expectations for team output, practices, and collaboration
• Anticipates dependencies with other teams to deliver products and applications in line with business requirements
• Manages stakeholder relationships and the team’s work in accordance with compliance standards, service level agreements, and business requirements
• Identify and develop talented engineers and leaders, foster a healthy and collaborative culture for your team that embodies both industry best practices and company’s values
• Articulates the business value and impact of advanced technical and non-technical information with ease and knows when to seek more experienced management assistance

Required skills:

• Experience managing and mentoring a team of 6 or more support engineers from novice to advanced
• Strong training capability and knowledge-base documentation
• Proficient in advanced SQL
• 2 years’ experience in health and performance monitoring, as well as dashboard technologies
• Excellent ability to juggle multiple task