Senior Support Engineering Manager

A company is looking for a Senior Manager, Support Engineering.

Key Responsibilities

Architect and implement the technical support strategy, including tools, processes, and metrics

Build and lead a team of Support Engineers, establishing a culture of excellence and proactive communication

Drive operational alignment by analyzing support data, conducting postmortems, and serving as the voice of the customer

Required Qualifications

6-8+ years in technical support in enterprise SaaS or similar roles

3-4+ years of leadership experience in building support teams and processes

Proven success in transforming support functions in scaling environments

Familiarity with observability tools, SQL, ETL pipelines, REST APIs, and JavaScript

Bonus : Experience in insurance tech or vertical SaaS