Manager, Technical Support Engineering - East
Skills
- 5+ years providing technical support for enterprise software
- 2+ years people management or team leadership experience on support engineering teams
- Strong troubleshooting and problem-solving skills with established methodologies
- Experience with REST APIs, scripting, and container technologies
- Ability to analyze support trends and implement operational improvements
- Excellent communication and cross-functional collaboration skills
- Familiarity with security automation, IT workflows, or related domains
- Experience supporting US Federal or Public Sector customers (preferred)
Responsibilities
- Manage, mentor, and coach a team of Technical Support Engineers to ensure high quality, timely support delivery
- Foster a culture of technical excellence, continuous learning, and customer-first mindset
- Identify and implement process improvements and automation to increase support efficiency
- Collaborate with Customer Success, Product, Engineering, and Education teams to resolve complex customer issues
- Develop and track key support metrics (response times, CSAT, case deflection) and act on trends
- Own hiring, onboarding, and new-hire enablement for the support team
- Drive retention, career development, and a positive team culture
- Develop and deliver specialized support offerings, including Federal and Enterprise support
- Support Head of Customer KES on strategic projects and initiatives
- Facilitate knowledge sharing through documentation, training, and enablement programs
Education
- Bachelor's degree in Computer Science, Engineering, or related field, or equivalent practical experience
- Continued professional development in technical leadership or support best practices desirable
Benefits
- Competitive salary and equity participation
- Remote-first role with flexible work arrangements
- Generous paid time off and parental leave policies
- Health, dental, and vision benefits (where applicable)
- Professional development and training support
- Collaborative culture focused on learning and growth
Average salary estimate
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Founded in 2018 in Dublin by experienced security practitioners, Tines makes teams more effective and efficient.
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