Manager, Solutions Support Engineering - East
Accountabilities Lead, manage, coach, and mentor a team of Technical Support Engineers responsible for delivering exceptional customer support experiences.
Own team performance, accountability, development plans, onboarding processes, and continuous improvement initiatives in partnership with leadership.
Serve as the technical escalation owner for complex customer issues, providing guidance on debugging, troubleshooting, networking, system administration, and cloud environments.
Drive initiatives that improve support productivity, operational processes, automation capabilities, and customer satisfaction.
Develop AI-powered solutions and automation workflows to scale support operations, improve efficiency, and enhance internal capabilities.
Collaborate with engineering, product, customer success, and other internal teams to resolve high-priority customer issues and communicate critical feedback.
Identify and manage technical escalations, incident requests, and product improvement opportunities while ensuring timely resolution.
Create and maintain technical documentation, knowledge base resources, and support materials for internal teams and customers.
Advocate for customers by understanding their technical environments, business impact, and success requirements.
Requirements
1+ years of experience managing external technical support teams within a SaaS environment, with demonstrated success as a hands-on technical escalation leader.
5+ years of hands-on experience deploying, managing, and troubleshooting cloud infrastructure across platforms such as AWS, Azure, or Google Cloud.
Proven experience using AI tools, writing scripts, or building automation solutions to improve operational workflows and support processes.
Strong knowledge of Kubernetes, containerized environments, virtualization technologies, and cloud-native architectures.
Experience with security practices, hybrid-cloud identity management, monitoring solutions, logging pipelines, and enterprise infrastructure.
Strong leadership, communication, coaching, and problem-solving skills with the ability to collaborate across technical and business teams.
Ability to manage complex customer situations, prioritize competing demands, and drive successful outcomes in a fast-paced environment.
Must meet U.S. person requirements under applicable export regulations and reside in the contiguous United States.
Must have legal authorization to work in the United States without current or future visa sponsorship.
Benefits
Competitive base salary range of $144,000 to $198,000 USD , depending on location, experience, skills, and qualifications.
Additional compensation opportunities including bonus and equity.
Comprehensive benefits package including healthcare coverage.
Opportunities to work with advanced cloud security and AI-powered technologies.
Career growth opportunities within a rapidly expanding technology environment.
Collaborative culture focused on innovation, ownership, and technical excellence.
Opportunity to lead global-scale initiatives protecting critical cloud infrastructure.
Professional development and continuous learning opportunities.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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