Manager, Support Engineering (AMER)

For our client, we are seeking a Manager, Support Engineering (AMER) to join the team of a leader in the Information Technology space.

This role will guide a distributed support engineering function across the Americas, with a focus on building strong teams, scalable processes, and a consistent customer experience.

The manager will partner closely with cross-functional stakeholders to align support execution with broader business goals and to strengthen technical problem-solving capabilities across the organization.

Success in this position will be measured by team performance, operational consistency, effective coaching, and continuous improvement in how technical customer issues are handled.

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

Compensation: $115,200 – $194,400 annually

Responsibilities

• Hire and develop a high-performing Support Engineering team
• Mentor team members to strengthen technical skills and career growth
• Build scalable processes that improve collaboration and efficiency
• Foster team ownership and accountability aligned with performance indicators
• Conduct regular one-on-ones to support growth and address challenges
• Train Support Engineers to conduct technical interviews
• Collaborate across the organization to align customer needs with business goals
• Lead continuous improvement efforts to enhance the customer experience

Qualifications

• 5-7 years of experience in technical support management or a related field
• Strong leadership skills with a focus on team development and mentorship
• Proven ability to implement efficient processes and procedures
• Experience providing technical customer support across the support lifecycle
• Familiarity with Linux system administration and web application development, including Ruby on Rails, Python, or Django
• Analytical skills for troubleshooting complex technical issues
• Excellent communication skills for cross-department collaboration

Benefits

• Comprehensive health, financial, and well-being support
• Flexible Paid Time Off
• Access to Team Member Resource Groups
• Equity compensation and Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.