Support Engineering Manager - Americas

Responsibilities

• Lead, coach, and develop
• Support Engineers through regular feedback, technical mentorship, career development, and clear expectations for ownership and judgment.
• Stay close to complex investigations by reviewing technical work, joining escalations when useful, and coaching the team on APIs, integrations, logs, databases, data issues, configuration, and product behavior.
• Build shared operating standards across
• Support Engineering, Product, and Engineering that help frontline
• Support resolve more issues independently, reduce customer effort, and ensure Engineering receives clear, actionable escalations when code changes are needed.
• Partner with Engineering and Product to synthesize recurring customer patterns, validate defects, improve supportability, and determine whether the right solution is a code change, documentation, tooling, enablement, or process improvement.
• Identify the highest-leverage friction in the team’s workflows and ship practical improvements to tooling, diagnostics, routing, documentation, and operating processes.
• Hire and onboard future
• Support Engineers, help define the team’s career path, and build a scalable model for technical growth as the function expands across regions.

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