Support Engineering Manager

Overview

Description

Support Engineering Manager (Remote Team – Western U.S. Coverage) As a Support Engineering Manager, you will lead AMP’s new Support Engineering team based in Honolulu, HI. This team is being established to complement our Atlanta-based support organization—extending coverage, increasing responsiveness, and enhancing the customer experience for operators across U.S. time zones.

The Hawaii team will enable 17-hour-per-day, 7-day-a-week customer support coverage. The Hawaii team’s standard operating hours will be 10:30 a.m. to 6:30 p.m. HST, including staffed weekend support as part of AMP’s extended coverage model.

You will play a critical role in building strong collaboration and process alignment with the Atlanta support headquarters, ensuring consistent service standards, smooth handoffs between time zones, and a unified customer experience. You will serve as both a leader and a hands-on contributor, managing and developing a growing team of support engineers while engaging directly in day-to-day customer support activities—resolving complex technical issues, monitoring system performance, and ensuring every customer interaction reflects AMP’s commitment to excellence.

This role requires a leader who can foster a strong culture of accountability and collaboration in a fully remote environment. You will excel in fast-paced, dynamic situations—mentoring your team, driving operational excellence, and ensuring AMP customers receive high-touch, reliable support.

About AMP (An NCS Company)

AMP is an industry-leading technology company providing innovative solutions to car wash operators across the country. Our products include software solutions such as white-labeled mobile membership apps, administrative portals, and kiosks that enable customers to capture and use data at a high level. AMP is a division of National Carwash Solutions (NCS).

NCS is a leading provider in the car wash industry with a broad portfolio of brands and an extensive service network.

Why work for us?

We have a supportive culture focused on teamwork, learning, and technology. We value personal career growth and team rewards. At AMP, you’ll work with a team that:

• Thrives on solving challenging problems in real-time.
• Shares knowledge through collaboration and mentorship.
• Celebrates wins—big and small—together.
• Builds innovative solutions that transform the car wash industry.

Remote Team Leadership & Development

• Lead, coach, and manage a fully remote team of Support Engineers based in Honolulu, HI, covering western U.S. time zones.
• Foster a culture of ownership, accountability, and continuous improvement while building strong team cohesion remotely.
• Ensure consistent alignment and communication with AMP’s Atlanta-based Support Team, maintaining high visibility across distributed teams.
• Coordinate daily handoffs and shared visibility into queues, metrics, and escalation priorities between the Hawaii and Atlanta teams to ensure 24/7 continuity of support.

Customer Support & Escalation

• Lead and participate in technical support operations, including responding to customer inquiries, managing escalations, and performing root-cause analysis for complex issues.
• Serve as the final point of escalation for customer-impacting problems in your region.
• Partner directly with customers in your coverage area, building trust and long-term relationships through responsive, expert support.
• Collaborate with the Atlanta support leads to maintain unified standards for issue resolution, customer communication, and documentation.

Operational Excellence

• Maintain structured processes for ticket resolution, error logging, and proactive reporting.
• Analyze trends and system data to identify and prevent recurring issues, informing product improvements.
• Work jointly with the Atlanta team to establish standardized documentation, knowledge bases, shared KPIs, success metrics, and process improvements that enhance overall support operations.

Cross-Team Collaboration

• Partner with Product, QA, Engineering, and Account Management to resolve issues and enhance system reliability.
• Share insights from your region with AMP’s headquarters and…