Senior Manager, Technical Support Engineer

About the Role:

We are looking for an experienced Senior Manager of Technical Support Engineering to lead a significant portion of our Tier 2/Tier 3 Technical Support organization within Global Support. In this role, you will own performance, operating rhythm, org design, and execution across multiple teams and customer segments (e.g. SMB, MMC, ENT/STRAT), while building the systems, leaders, and cross-functional partnerships needed to scale.

You will lead managers, senior individual contributors, and/or specialized support functions across Technical Support Engineering and Technical Account Management. You will be responsible for driving organizational outcomes across CSAT, SLA, FCR, backlog health, escalation quality, incident readiness, and team effectiveness. This role requires a leader who can operate at multiple altitudes: close enough to the work to guide execution during critical customer moments, and strategic enough to shape org structure, processes, tooling, and cross-functional priorities for long-term impact.

You will serve as a senior partner to Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management, representing Technical Support in high-visibility forums and helping define how we scale support excellence as the business grows.

What You'll Do:

• Own performance, staffing strategy, and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs.
• Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability across the organization.
• Set the operating cadence for your area through goal-setting, business reviews, inspection mechanisms, and action plans tied to company and support priorities.
• Drive workforce planning for your organization in partnership with Workforce Management, Recruiting, and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions.
• Partner with managers to ensure high-quality performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers.
• Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right staffing, communication, prioritization, and executive visibility.
• Participate in and help shape the Technical Support leadership on-call model, acting as a senior incident leader for P0/P1 events and ensuring high-quality incident reviews, action tracking, and operational follow-through.
• Own queue health and backlog strategy across your area, identifying systemic risk early and driving structural fixes rather than one-off interventions.
• Build and evolve scalable operating mechanisms, SOPs, playbooks, routing models, escalation frameworks, and quality standards that improve consistency, speed, and customer outcomes.