Manager, Solutions Support Engineering - East

About the role

This role will lead technical work focused on cloud-enabled scalability, reliability, and delivery excellence. You will work across engineering, product, operations, and business stakeholders to translate complex requirements into practical technology solutions. The position offers the opportunity to influence architecture, execution quality, and the technology capabilities that enable long-term growth within a technology-driven environment.

Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Manage and mentor a team of Technical Support Engineers focused on the company product
• Oversee team performance, collaborating with management on reviews and relations issues
• Ensure new hire training and onboarding processes are effective
• Guide technical training and development for team members
• Drive initiatives to enhance team productivity and processes
• Collaborate on escalations and act as a resource for technical resolution
• Identify and coordinate critical case escalations and incident management requests

Requirements

• 1+ years of experience managing external technical support in a SaaS setting as the top escalation point
• 5+ years of hands-on AWS, Azure, or GCP infrastructure deployment and maintenance
• Direct experience with configuring and troubleshooting Kubernetes clusters and virtualized environments
• Must comply with EAR part 772 and ITAR 120.15 to fit the definition of a U.S. person and reside in the contiguous U.S.

Benefits

• Comprehensive benefits package including health, dental, and vision
• Stock options and profit-sharing opportunities available
• Robust wellness programs and paid time off policies
• Access to ongoing personal and professional development resources
• Flexible working arrangements to support work-life balance

Pay

$177,000 – $242,000 annually