Manager, Support Engineering, US Government

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

About the role

This role will lead technical initiatives focused on scalable systems, platform reliability, and meaningful business transformation. 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.

Responsibilities

• Lead a team of Support Engineers ensuring high-quality resolution for US Government customer cases
• Collaborate with other managers to refine support processes and tools
• Drive hiring efforts to build and develop a strong support engineering team
• Share customer insights with product teams to influence service evolution
• Participate in on-call rotation for escalated customer situations during working hours
• Join customer calls and ticket reviews to guide the team on complex issues
• Identify patterns in customer needs to advocate for support improvements

Qualifications

• Experience leading and developing support engineering teams during growth and change
• Background in managing technical support for complex enterprise products in regulated environments
• Familiarity with US Government customer needs and processes
• Ability to hire, onboard, and develop support engineers for evolving customer requirements
• Skill in mentoring engineers through customer issues and professional growth
• Experience managing high-severity incidents with clear communication skills
• Comfortable working with engineering and product teams to convey customer requirements

Pay

$120,000 – $145,000 annually

Benefits

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave