Manager, Priority Support Engineering

Why consider this job opportunity

Opportunity for career advancement and growth within the organization
Support a diverse, globally distributed team
Foster a customer‑centric mindset to enhance customer experiences
Collaborate with cross‑functional teams to drive service improvements
Chance to lead a high‑performing technical support team in a 24/7 environment

• Provide leadership for a global team of Designated Support Engineers (DSEs)
• Interface with Engineering teams on customer‑impacting fixes and enhancements
• Drive team metrics and performance through KPI monitoring and continuous improvement
• Ensure end‑to‑end ownership of critical customer incidents and escalations
• Implement data‑driven strategies to enhance operational efficiency and workload distribution

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field
• 6+ years of technical support and service management experience
• 4+ years of direct management experience in enterprise support environments
• Experience in data warehousing, cloud computing, or related technologies
• Excellent written and verbal communication skills

• Strong analytical and problem‑solving capabilities
• Experience managing distributed teams in a 24/7 environment
• Proven track record of building high‑performing technical teams
• Expertise in data analytics, BI, or cloud technologies
• Proven ability to handle executive‑level communications and presentations

We prioritize equal opportunity employment and uphold a fair, transparent, and secure hiring environment for all candidates.