Manager, Solutions Support Engineering

The Manager, Solutions Support Engineering role is based in the United States and offers the opportunity to lead a global technical support organization in a rapidly evolving security and cloud technology environment.

About the role

You will manage and mentor a team of skilled support engineers while driving operational excellence, technical innovation, and scalable solutions. The position combines people leadership, hands-on technical expertise, automation initiatives, and cross-functional collaboration.

Responsibilities

• Lead, manage, coach, and mentor a team of Technical Support Engineers responsible for delivering a high-quality customer support experience.
• Own team performance, accountability, development plans, and operational excellence while partnering with leadership on employee growth and performance management.
• Support onboarding, technical training, and continuous learning initiatives to strengthen team capabilities.
• Act as a technical escalation point for complex customer issues, guiding engineers through troubleshooting, resolution strategies, and prioritization.
• Collaborate with internal engineering, product, and customer-facing teams to resolve high-priority technical challenges and improve customer outcomes.
• Identify opportunities to improve support processes, procedures, and productivity through automation, documentation, and operational improvements.
• Design and implement scalable solutions using AI-powered tools and automation to enhance support workflows and efficiency.
• Manage incident escalation processes and coordinate with technical teams to ensure timely resolution of critical issues.
• Partner with customer success teams to address technical challenges impacting customer satisfaction and business objectives.
• Develop and maintain technical documentation, knowledge base resources, and customer-facing materials to improve support experiences.
• Advocate for customers by understanding their technical environments, business impact, and needs while ensuring effective issue resolution.

Requirements

• 1+ years of experience managing external technical support teams in a SaaS environment, with experience serving as a hands-on escalation resource.
• 5+ years of hands-on experience deploying and maintaining cloud infrastructure across platforms such as AWS, Azure, or Google Cloud.
• Proven experience creating scripts, tools, or automation solutions using AI APIs or related technologies to improve operational workflows.
• Strong understanding of Kubernetes environments, virtualization technologies, and troubleshooting complex infrastructure issues.
• Experience with cloud security, hybrid-cloud identity management, security protocols, and monitoring or logging systems.
• Strong technical leadership skills with the ability to mentor engineers, manage priorities, and drive continuous improvement.
• Excellent problem-solving, communication, and collaboration abilities across technical and business teams.
• Able to work effectively in a fast-paced environment with evolving priorities.

Benefits

• Competitive compensation package including base salary, bonus, equity, and benefits.
• Comprehensive benefits package designed to support employee health, financial well-being, and professional growth.
• Opportunities to work with advanced cloud security, AI, and infrastructure technologies.
• Collaborative environment with talented teams across global locations.
• Opportunities for career development, learning, and technical growth.
• Flexible work environment supporting innovation and autonomy.
• Equity participation providing employees with the opportunity to share in organizational success.