Support Engineering Operations Manager, LEO Enterprise Customer Support

Key job responsibilities

• Lead and develop a team handling high-severity technical escalations and major incidents
• Establish and maintain escalation matrices, incident response protocols, and resolution SLAs
• Drive root cause analysis for critical incidents and implement preventive measures
• Oversee incident communication processes and stakeholder management
• Collaborate with NOC, Engineering, and Product teams to resolve complex technical issues
• Manage incident response team capacity and skill development
• Ensure timely resolution of escalated issues and high customer satisfaction
• Develop and maintain incident management playbooks and procedures
• Role requires flexibility to work in a 24x7 operational environment, including rotating shifts and participation in on-call rotation for critical escalations outside regular business hours

Basic Qualifications

• 5+ years of managing with a track record of success experience
• 5+ years of engineering team management in a fast-paced operations environment experience
• Experience managing IT environments on behalf of customers

Preferred Qualifications

• Bachelor's degree in Engineering, Computer Science, or a related technical field
• Experience driving projects to improve operations and support-related processes
• Experience handling large enterprise technical customer escalations

Export Control Requirement

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.