Manager, Technical Support Engineering

Motive

. Lead a significant portion of the Tier 2/Tier 3 Technical Support organization within Global Support .

Posted 10/6/2026full-timeRemote • PakistanMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading technical support organizations, managing performance metrics, and driving strategic initiatives to enhance customer experience. Proficient in building high-performing teams and translating support insights into actionable cross-functional strategies.

Highest-signal resume keywords

Technical Degree In Computer Science Or Engineering6+ Years Leading Technical TeamsExperience Managing ManagersDeep Command Of Support MetricsStrong Program And Change Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Support EngineeringService OperationsIncident Response EffectivenessPerformance ManagementWorkforce PlanningCapacity ModelingEscalation ManagementData-Driven Support StrategyBuilding Scalable SOPsCoaching And Retaining High-Performing Teams

Soft Skills

Excellent Verbal And Written CommunicationStrong Analytical SkillsHigh OwnershipStrong PrioritizationAbility To Manage Competing Demands

Tools & Technologies

SalesforceTableauGoogle SheetsJiraConfluence

Industry Keywords

CSATSLA AttainmentFCRBacklog HealthEscalation QualityIoTTelematicsFleet ManagementU.S. Export Administration Regulations

Tech Stack

Tools & technologies

IoTTableau

About the role

Key responsibilities & impact

Lead a significant portion of the Tier 2/Tier 3 Technical Support organization within Global Support
Own performance, operating rhythm, organizational design, staffing strategy, and organizational health across multiple teams and customer segments
Lead and develop managers and senior individual contributors
Set operating cadence through goal-setting, business reviews, inspection mechanisms, and action plans
Drive workforce planning, headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions
Drive performance management, coaching, career development, and retention
Serve as senior escalation leader for critical customer issues, major incidents, and strategic accounts
Participate in the Technical Support leadership on-call model and act as senior incident leader for P0/P1 events
Own queue health and backlog strategy and drive structural fixes
Build scalable SOPs, playbooks, routing models, escalation frameworks, and quality standards
Partner with Support Ops, Enablement, and Backline on bugs, product gaps, process friction, and training opportunities
Establish expectations for documentation, runbooks, reusable learnings, and support readiness
Represent Support in cross-functional forums with Product, Engineering, Customer Success, and Sales
Advocate for customers, protect ARR at risk, and close the loop on critical issues
Drive strategic projects improving supportability, efficiency, tooling, and customer experience
Influence product and engineering priorities using escalation, incident, and support data
Own executive-level weekly, monthly, and quarterly business reporting
Improve reporting infrastructure and metric definitions across Salesforce, Tableau, and related systems
Lead organizational change management and ensure adoption of new workflows, tools, and expectations
Design structures, processes, and leadership mechanisms for future scale
Act as directly responsible individual for large cross-functional programs

Requirements

What you’ll need

Technical degree in Computer Science or Engineering preferred, or equivalent practical experience
6+ years of experience leading technical teams in fast-paced, high-volume support organizations
Meaningful experience managing managers or leading through a management layer
Hands-on experience as an individual contributor in technical support engineering, technical operations, or a similarly technical role before moving into people leadership
Demonstrated success running larger support organizations across multiple teams, business segments, or functions
Proven experience handling complex escalations, incidents, and executive-facing customer situations
Strong track record of building, coaching, and retaining high-performing managers, senior ICs, and future leaders
Deep command of support metrics and service operations, including CSAT, SLA attainment, FCR, backlog health, escalation quality, and incident response effectiveness
Experience translating support insights into cross-functional action with Product, Engineering, Customer Success, Sales, and Operations
Strong analytical and business review skills
Experience building and interpreting reporting in Salesforce, Tableau, Google Sheets, or similar tools
Excellent verbal and written communication
Strong program and change management skills
High ownership, strong prioritization, and ability to manage competing demands in ambiguous, fast-moving environments
Flexible to support critical escalations and incidents after hours as needed
Preferred: hands-on Salesforce experience; Tableau or similar BI tooling; Jira; Confluence; knowledge management; data-driven support strategy; IoT, telematics, fleet management, or related domains
Must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations

Benefits

Comp & perks

Equal opportunity employer committed to diversity and inclusion
Some interviews or new-hire training sessions may be held in person at one of Motive's global offices