Manager II,Technical Support Engineer Job New York New York USA,IT/Tech

Location: New York

About Pinterest:

Millions of people around the world come to our platform to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime. At Pinterest, we're on a mission to bring everyone the inspiration to create a life they love, and that starts with the people behind the product.

Discover a career where you ignite innovation for millions, transform passion into growth opportunities, celebrate each other's unique experiences and embrace the flexibility to do your best work. Creating a career you love? It's Possible.

At Pinterest, AI isn't just a feature, it's a powerful partner that augments our creativity and amplifies our impact, and we're looking for candidates who are excited to be a part of that. To get a complete picture of your experience and abilities, we'll explore your foundational skills and how you collaborate with AI.

Through our interview process, what matters most is that you can always explain your approach, showing us not just what you know, but how you think. You can read more about our AI interview philosophy and how we use AI in our recruiting process here.

As a Manager II, Technical Support Engineer, you'll lead a regional team of Partner/Support Engineers serving advertisers and Martech/Business partners across segments - from Tier 1 partners and Enterprise advertisers to Tier 2-3 partners and SMB advertisers - and across Pinterest products and APIs. You'll own your region's partner and advertiser relationships, goals, and metrics, lead key programs within the team, and grow the technical and professional capabilities of your engineers - while staying close enough to the technology to guide complex escalations and integrations.

What you'll do:

Team leadership: Lead, coach, and develop a regional team of Partner/Support Engineers, setting clear objectives and holding the team accountable for outcomes while operating as a player-coach who can step in directly when needed to unblock the team and model excellence.
People development: Manage performance, deliver real-time developmental feedback, and grow careers through coaching, exposure, and stretch assignments; foster a psychologically safe, inclusive environment while leading by example in day-to-day execution.
Partner & advertiser ownership: Own advertiser and partner relationships, goals, and metrics for your region across segments - Tier 1 partners/Enterprise advertisers through Tier 2-3 partners and SMB advertisers - together with XFN stakeholders; ensure the team deeply understands partner problems and delivers user-centric solutions, while personally engaging on priority accounts and complex situations as needed.
Segment expansion: Help scale Pin Tech support coverage into new customer segments (e.g., GCR, SMB) and new products/oncalls, adapting the team's support model to each segment's needs and rolling up your sleeves to validate and refine the approach in practice.
Program leadership: Lead key programs within the team, defining scope, milestones, and success criteria, and actively drive execution alongside the team to accelerate outcomes.
Escalation management: Act as the escalation point for the team, leading resolution of complex, high-severity, cross-system technical issues and helping the team recover momentum after setbacks, including directly engaging in the toughest problems when needed.
XFN collaboration: Partner with Product, Engineering, Sales, and Partnerships to identify and prioritize the needs of tiered advertisers and Martech/Business partners, serving as both a strategic leader and hands-on operator in cross-functional work.
Metrics & continuous improvement: Establish and monitor team and partner metrics (adoption, onboarding, product usage, quality/SLAs); review operations and drive continuous improvement through both coaching and direct ownership of high-impact initiatives.
Roadmap influence: Relay insights and feedback from priority clients to Product and Engineering to influence the API product roadmap, drawing from both team learnings and your own direct engagement with partners and technical issues.
Technical guidance: Stay hands-on enough to guide the team on…