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Manager, Technical Support Engineering - East

4 months, 1 week ago
United States
Full-time
Lead
Technical Support Engineer
Project and Program Management
REST API
Apply Now
Tines

Tines

Tines is a smart, secure workflow builder that empowers technical teams to automate processes without code, making security teams more effective and efficient.

Construction & Engineering
51-250
Founded 2018
$96M raised
View All Jobs 10

Description

  • Lead, mentor, and coach a team of Technical Support Engineers.
  • Build a culture of technical excellence, continuous learning, and customer-first service.
  • Drive team motivation, engagement, and performance through ongoing development.
  • Identify and implement process improvements and automation to increase support efficiency.
  • Collaborate with Customer Success, Education, Product, and Engineering to resolve complex technical issues and share customer feedback.
  • Develop and track support metrics such as response times, customer satisfaction, and case deflection.
  • Own hiring and onboarding for new team members and improve new-hire enablement.
  • Drive retention of top technical support talent and maintain a positive team culture.
  • Develop and deliver customer support offerings, including Federal and Enterprise support.
  • Support the Head of Customer KES on projects and initiatives that improve performance.
  • Facilitate knowledge sharing through documentation, training, and enablement.

Requirements

  • 5+ years of experience providing technical support for enterprise software solutions.
  • 2+ years of people management or team leadership experience on a technical support engineering team.
  • Strong troubleshooting and problem-solving skills with knowledge of troubleshooting methodologies and best practices.
  • Experience working with REST APIs, scripting, and containers.
  • Ability to analyze support trends and implement strategies that improve customer and engineer experience.
  • Strong collaboration and communication skills with customers, internal stakeholders, and executive leadership.
  • Familiarity with security automation, IT workflows, or related domains.
  • Examples of leveraging AI to increase productivity or enhance service offerings.
  • Experience providing technical support to US Federal or Public Sector organizations.
  • Must be authorized to work for any employer in the U.S.; sponsorship is not available.
  • Remote role must be based in EST or CST.

Benefits

  • Target annual compensation of $130K–$145K.
  • Opportunity to develop technical leadership skills in a growing support team.
  • Opportunity to influence product development and long-term customer success.
  • Remote work flexibility, with location limited to EST or CST.
  • Equal employment opportunity commitment across protected characteristics.

Interested in this position?

Apply directly on the company website

Apply Now

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