Manager - Technical Support Engineering

This is a remote role that must be based in PST or MST.

At Tines, our Technical Support team is highly regarded by our customers for their expertise, responsiveness, and commitment to customer success. Our Technical Support team is critical in providing world-class support, troubleshooting complex issues, and delivering a seamless experience for our customers. We partner closely with Customer Success, Product, and Engineering teams to drive customer satisfaction, optimize issue resolution, and enhance the overall customer experience.

As a Manager, Technical Support, you will be responsible for managing and growing a team of Technical Support Engineers (TSEs), ensuring the delivery of high-quality technical support, and continuously improving our support processes. You will work cross-functionally to ensure customers receive timely resolutions and exceptional service, driving customer success and operational efficiency.

Key Responsibilities:

• Lead, mentor, and coach a team of Technical Support Engineers.

• Continue to deliver technical support to Tines customers as part of a player/leader position.

• Foster a culture of technical excellence, continuous learning, and a customer-first mindset.

• Drive team motivation, engagement, and performance through ongoing coaching and development.

• Identify and implement opportunities for process improvements and automation to enhance support efficiency.

• Collaborate with internal stakeholders, including Customer Success, 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 create a world-class experience for new hires.

• 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.

• Encourage knowledge sharing by internal documentation, training, and enablement.

What You Bring:

• 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 and debugging API-related issues.

• Passion for working with technical customers and guiding teams to resolve complex issues.

• Ability to analyze support trends and implement strategies to enhance customer 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.

• Experience developing enablement content such as knowledge base articles, video tutorials, and webinars.

This role is an excellent opportunity to develop technical leadership skills to drive the success of a growing support team, influence product development, and contribute to the long-term success of our customers.

Target Annual Compensation: $130-145K

For U.S. roles: Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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