Manager, Solutions Support Engineering - East

The Manager, Solutions Support Engineering - East role is a leadership opportunity for an experienced technical support professional to manage and scale a high-performing engineering support team in a fast-growing cloud security environment. Key responsibilities include:

1. Lead, manage, coach, and mentor a team of Technical Support Engineers.
2. Own team performance, accountability, development plans, onboarding processes, and continuous improvement initiatives.
3. Act as the technical escalation owner for complex customer issues.
4. Drive initiatives that improve support productivity, operational processes, automation capabilities, and customer satisfaction.
5. Develop AI-powered solutions and automation workflows to scale support operations.
6. Collaborate with engineering, product, customer success, and other internal teams.
7. Create and maintain technical documentation, knowledge base resources, and support materials.
8. Advocate for customers by understanding their technical environments, business impact, and success requirements.

Requirements

• 1+ years of experience managing external technical support teams within a SaaS environment.
• Proven experience using AI tools, writing scripts, or building automation solutions.
• Strong knowledge of Kubernetes, containerized environments, virtualization technologies, and cloud-native architectures.
• Experience with security practices, hybrid-cloud identity management, monitoring solutions, logging pipelines, and enterprise infrastructure.
• Strong leadership, communication, coaching, and problem-solving skills.
• Ability to manage complex customer situations, prioritize competing demands, and drive successful outcomes in a fast-paced environment.

Benefits

• Competitive base salary range of $144,000 to $198,000 USD, depending on location, experience, skills, and qualifications.
• Addition compensation opportunities including bonus and equity.
• Comprehensive benefits package including healthcare coverage.
• Opportunities to work with advanced cloud security and AI-powered technologies.
• Career growth opportunities within a rapidly expanding technology environment.
• Collaborative culture focused on innovation, ownership, and technical excellence.
• Opportunity to lead global-scale initiatives protecting critical cloud infrastructure.
• Professional development and continuous learning opportunities.