Manager, Technical Support Engineering

Pakistan - Remote · Pakistan · 6+ years experience · Full-time · Remote · Posted Oct 6, 2026

At a glance

The Manager, Technical Support Engineering will lead a significant portion of the Tier 2/Tier 3 Technical Support organization within Global Support. This role involves owning performance, operating rhythm, and organizational design across multiple teams and customer segments while building cross-functional partnerships to scale support excellence.

Own performance, staffing strategy, and organizational health across multiple pods or business segments.
Lead and develop a layer of managers and senior individual contributors.
Set the operating cadence through goal-setting, business reviews, and inspection mechanisms.
Drive workforce planning including headcount, hiring targets, shift coverage, and capacity modeling.
Serve as the senior escalation leader for critical customer issues and major incidents.
Participate in the Technical Support leadership on-call model for P0/P1 events.
Own queue health and backlog strategy, identifying systemic risks and driving structural fixes.
Build and evolve scalable operating mechanisms, SOPs, playbooks, and quality standards.
Represent Support in cross-functional forums with Product, Engineering, CS, and Sales.
Lead change management across the organization to align stakeholders around new workflows and tools.

6+ years of experience leading technical teams in fast-paced, high-volume support organizations.
Meaningful experience managing managers or leading through a management layer.
Hands-on experience as an individual contributor in a technical support or technical operations role.
Demonstrated success running larger support organizations across multiple teams or functions.
Proven experience handling complex escalations, incidents, and executive-facing customer situations.
Strong track record of building, coaching, and retaining high-performing managers and senior ICs.
Deep command of support metrics including CSAT, SLA attainment, FCR, and backlog health.
Experience building and interpreting reporting in Salesforce, Tableau, or Google Sheets.
Excellent verbal and written communication skills.
Must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.