Technical Support Engineering Manager

About the role

Verkada is seeking a Manager for our Technical Support Engineering team. We are looking for a technical leader who will help grow our global team dedicated to supporting our customers 24/7 across the full Verkada platform.

This individual must have deep technical roots, the ability to bring out the best of the organization to solve complex customer challenges, a proven track record of building and developing teams, experience managing people, and the ability to advocate internally for customer and support team needs. You will partner closely with Engineering and Product teams to translate front-line signals into product improvements and scalable processes.

What You'll Do

• Provide training, coaching, and feedback to ensure Technical Support Engineers master the Verkada portfolio and resolve customer issues
• Build the team: Hire, mentor, and grow a strong bench of networking, systems, and security experts who deliver high-touch customer service
• Track and define metrics: Measure team performance to ensure we deliver on our high expectations of technical support. Build and refine processes to monitor and drive continuous improvement
• Customer management: Be the authoritative voice of Verkada Support when speaking with customers
• Cross-functionally partner with Engineering and Product to solve issues and share structured customer insights and feedback

What You Bring

• 2+ years of people leadership experience, ideally in a technical support or customer-facing engineering function
• 5+ years of professional experience in a technical role
• Bachelor's or Master's degree in a technical discipline
• Ability to communicate complex technical matters clearly, both orally and in writing
• Excellent customer service skills
• Ability to multitask and prioritize in a fast-paced environment
• Demonstrated problem-solving skills and attention to detail

Employee Benefits

• Healthcare programs that can be tailored to meet the personal health and financial well-being needs. Premiums are 100% covered for the employee under at least one plan and 80% for family premiums under all plans
• Nationwide medical, vision, and dental coverage
• Health Savings Account (HSA) with annual employer contributions and Flexible Spending Account (FSA) with tax saving options
• Expanded mental health support
• Paid parental leave policy & fertility benefits
• Time off to relax and recharge through our paid holidays, firmwide extended holidays, flexible PTO, and personal sick time
• Professional development stipend
• Wellness/fitness benefits
• Healthy lunches provided daily
• Commuter benefits

Additional Information

• We do sponsor and take over sponsorship of employment visas for this role. If we make you an offer, we will make every reasonable effort to get you a visa.
• The estimated annual on-target earnings (OTE) range for full-time employees for this position, comprised of base compensation and commissions (if applicable), is $140,000 - $185,000 USD.

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