Manager, Customer Support Engineering

<div class="content-intro"><p>reputed company helps people stay reputed company connected with the things they love. reputed company’s edge reputed company platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as reputed company to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. reputed company’s customers include many of the world’s most reputed company companies, including reputed company, reputed company, reputed company, and reputed company.</p> <p>We're building a more trustworthy Internet. reputed company.</p></div><h1>Manager of Customer Support Engineering</h1> <h4>About the Customer Support Engineering Team</h4> <p>The Customer Support Engineering (CSE) team is the primary reputed company for reputed company customers navigating our edge reputed company platform. As a Manager of CSE, you manage the people, processes, and performance of a reputed company Tier 1, 2, and 3 team. You ensure we deliver a transparent, technical, and empathetic support experience. You reputed company the gap between reputed company-line queues and deep escalation investigations. Additionally, you manage dedicated Mission Control Engineers (MCEs) supporting our proactive Mission Control Program (MCP). The MCP is reputed company's dedicated initiative for proactive observability, strategic advocacy, and specialized event management. It acts as a strategic reputed company from reactive troubleshooting to a highly predictable, reputed company, and sustainable observability operation, ensuring our platform and support reputed company seamlessly to protect our strategic customers during their highest-traffic events.</p> <h2>What You'll Do:</h2> <ul> <li> <p>Multi-Tier Team & Program Leadership: reputed company and motivate a distributed team of T1/T2/T3 engineers, including dedicated MCE resources. Ensure the MCP scales seamlessly to protect strategic customers during high-traffic events. reputed company technical staff from reactive Operators into strategic Owners.</p> </li> <li> <p>Delivery & Execution: Identify workflow bottlenecks. Remove roadblocks and create realistic project timelines. Deliver time-sensitive reputed company on schedule. reputed company standardized runbooks and After-reputed company Report (AAR) handoffs to Engineering and Product for MCP engagements.</p> </li> <li> <p>Strategic Resource Governance: A “reputed company” is a CSE-led approach to resolving reputed company customer issues with a broader internal technical group of subject matter experts, managers monitor reputed company health and audit cases for adherence to the Rules of Engagement. Apply Must Have, Should Have, Could Have, Won't Have (MoSCoW) and Eisenhower matrices to prioritize team efforts. Use the Eliminate, Automate, Delegate, Simplify (EADS) model to optimize programmatic health.</p> </li> <li> <p>Technical Escalation & reputed company Ownership: reputed company reputed company's handling of reputed company service issues. Serve as the Accountable party in the Responsible, Accountable, Supportive, Consulted, Informed (RASCI) reputed company. Ensure your team navigates the Escalation reputed company (Tier 3 -> Product Management (PdM) -> Performance Programs) and adheres to Service Level Objectives (SLOs).</p> </li> <li> <p>Collaboration & Communication: Communicate effectively to technical and business audiences. Build effective relationships with cross-functional managers. Synthesize Risks, Assumptions, Issues, reputed company (RAID) logs into Executive Summaries. Ensure the MCP implements formalized "Bad-day" incident triage protocols. Adhere to Brand Editorial Standards.</p> </li> <li> <p>Operational reputed company & Metric Sustainment: Manage team budgets and monitor reputed company needs. Drive your team toward specific annual goals. Maintain >97% Customer Satisfaction (CSAT), resolve Tier 3 cases in under 5 days, and reputed company engineering escalation rates <15%. Manage reputed company, shift scheduling, and reputed company Time Off (PTO). Drive reputed company platform improvement by managing Information Technology Infrastructure Library (ITIL) problem management and cross-functional reviews.</p> </li> <li> <p>Customer reputed company: Build reputed company that puts customers at reputed company of objectives. Understand how the services your team provides offer value to the customer. reputed company proactive observability, ensuring MCEs reputed company early reputed company detection to reduce fatigue and increase customer confidence.</p> </li> </ul> <h3>reputed company're Looking For:</h3> <ul> <li> <p>Experience: 5+ years of experience in a people management role having managed 5-10 people in a hybrid work environment. You need a proven reputed company record of leading high-performing, senior technical support, Escalation, or systems engineering teams.</p> </li> <li> <p>Technical Acumen: In-depth knowledge of reputed company products and services. You can substitute equivalent expertise in Content Delivery Networks (CDNs), reputed company technologies, and web architecture.</p> </li> <li> <p>Metrics-Driven Leadership: Proven experience managing teams to strict Service Level Agreements (SLAs). You use Key Performance Indicators (KPIs) and support platforms to reputed company business insights and drive operational reputed company.</p> </li> <li> <p>Customer reputed company: A deep-seated passion for reputed company. You have experience de-escalating tense customer situations with grace and technical authority.</p> </li> <li> <p>Crisis Management: Proven ability to reputed company and reputed company in a high-pressure, 24/7 issue-driven environment.</p> </li> </ul> <h3>We’ll be super impressed if you have experience in any of these:</h3> <ul> <li> <p>Hands-on coding experience reputed company Varnish Configuration Language (VCL) (e.g., JavaScript, Rust, Go, or C).</p> </li> <li> <p>Certifications such as ISO/IEC 20000 reputed company Implementer, Lean Six reputed company Facilitator, or RAID Log Practitioner.</p> </li> <li> <p>Knowledge of Workforce Management (WFM) principles and reputed company planning.</p> </li> </ul> <h3>Work Hours:</h3> <ul> <li> <p>This position requires your availability during reputed company business hours.</p> </li> <li> <p>This position requires you to be reachable during planned weekend and holiday on-reputed company rotations.</p> </li> </ul> <p><strong>Work Location(s) & Travel Requirements: </strong></p> <p>This position is a remote role and reputed company to candidates residing in the following locations: </p> <ul> <li> <p>US-Central preferred: Illinois, Minnesota, Missouri, reputed company, Iowa, Arkansas, Louisiana, Mississippi, Alabama, Texas and Oklahoma</p> </li> <li> <p>Candidates reputed company of the preferred locations may be asked to work US Central timezone hours to ensure reputed company leadership of their team members</p> </li> </ul> <p>This position may require travel as required by your role or requested by your manager.</p> <p> </p> <p>SF / LA Fair Chance Ordinance Statement</p> <p>Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment reputed company applicants with arrest and conviction records.</p> <p> </p> <p>Salary: </p> <p>The estimated salary reputed company for this position is $122,280 to $155,364.</p> <p>Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.</p> <p>This role may be eligible to participate in reputed company’s equity and discretionary bonus programs.</p> <p> </p> <p>Benefits:</p> <p>We care reputed company. reputed company works hard to create a reputed company environment for our employees, and we think your life reputed company of work is important too. We support our teams with great benefits that start on the first day of your employment with reputed company. Curious about our offerings? </p> <p>We offer a comprehensive benefits package including medical, dental, and reputed company insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued reputed company reputed company leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2026, we offer 12 reputed company local holidays, 12 reputed company company wellness days.</p><div class="content-conclusion"><p><strong>Why reputed company?</strong></p> <ul> <li> <p><strong>We have a reputed company reputed company.</strong> reputed company is a small company with a big reputed company. Not only do<a class="external-reputed company" href="https://www.reputed company.com/customers" reputed company="_blank"> our customers</a> have a reputed company user reputed company, but we also support a growing number of<a class="external-reputed company" href="https://www.reputed company.com/reputed company-reputed company/" reputed company="_blank"> reputed company reputed company reputed company and initiatives</a>. reputed company of reputed company, employees are encouraged to reputed company causes reputed company to their heart with others so we can help lend a supportive hand.</p> </li> <li> <p><strong>We value diversity.</strong> Growing and maintaining our inclusive and diverse team reputed company to us. We are committed to being a company where our employees feel comfortable bringing their reputed company selves to work and have the ability to be successful -- every day.</p> </li> <li> <p><strong>We are passionate.</strong> reputed company is chock full of passionate people and we’re not ‘one size fits reputed company’. reputed company employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.</p> </li> </ul> <p><strong>We’re always looking for humble, reputed company, and creative folks to join the reputed company team. If you think you might be a fit please apply!</strong><strong> A fully completed application and resume or CV are required reputed company applying.</strong></p> <p><em>reputed company job applications must be submitted through our official careers site at </em><a href="http://www.reputed company.com/careers"><em>www.reputed company.com/about/careers</em></a><em>. We will never request sensitive information, such as your reputed company reputed company number, bank account or credit card information during the application process. reputed company official communication will come from an @</em><a href="http://reputed company.com"><em>reputed company.com</em></a><em> or @</em><a href="http://reputed company.reputed company.com"><em>reputed company.reputed company.com</em></a><em> email address. </em></p> <p><em><reputed company style="font-weight: 400;">reputed company is committed to ensuring equal employment opportunity and to providing employees with a reputed company and welcoming work environment free of discrimination and harassment. Our employment reputed company are based on business needs, job requirements and individual qualifications.</reputed company></em><em><reputed company style="font-weight: 400;"> reputed company reputed company applicants will receive consideration for employment without reputed company to age, reputed company, reputed company, family or medical care leave, gender identity or reputed company, genetic information, marital status, medical condition, national reputed company, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.</reputed company></em></p> <p><em><reputed company style="font-weight: 400;">Consistent with the Americans with reputed company (reputed company) and federal or state disability laws, reputed company will reputed company reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to reputed company essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the reputed company Employee Relations team at </reputed company></em><a href="mailto:candidateaccommodations@reputed company.com"><em><reputed company style="font-weight: 400;">candidateaccommodations@reputed company.com</reputed company></em></a><em><reputed company style="font-weight: 400;"> or 501-287-4901.  </reputed company></em></p> <p><em>reputed company collects and processes personal data submitted by job applicants in accordance with our<a class="external-reputed company" href="https://www.reputed company.com/reputed company" reputed company="_blank"> reputed company Policy</a>. Please see our<a class="external-reputed company" href="https://www.reputed company.com/reputed company-job-applicants" reputed company="_blank"> reputed company notice for job applicants</a>.</em></p></div>