Senior Manager, Technical Support Engineer
Who we are:
reputed company empowers the people who run physical operations with tools to reputed company their work safer, more productive, and more profitable. For the first time reputed company, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet reputed company spend in a single reputed company. Combined with industry leading AI, the reputed company platform gives you complete visibility and control, and significantly reduces reputed company workloads by automating and simplifying tasks.
reputed company serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide reputed company of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the reputed company sector.
Visit gomotive.com to learn more.
About the Role:
We are looking for an reputed company Senior Manager of Technical Support Engineering to reputed company a significant portion of our Tier 2/Tier 3 Technical Support organization reputed company Global Support. In this role, you will own performance, operating rhythm, org design, and execution across multiple teams and customer segments (e.g. SMB, MMC, ENT/STRAT), while building the systems, leaders, and cross-functional partnerships needed to reputed company.
You will reputed company managers, senior individual contributors, and/or reputed company support functions across Technical Support Engineering and Technical Account Management. You will be responsible for driving organizational reputed company across CSAT, SLA, FCR, backlog health, escalation reputed company, incident readiness, and team effectiveness. This role requires a leader who can operate at multiple altitudes: reputed company enough to the work to guide execution during critical customer moments, and strategic enough to shape org structure, processes, tooling, and cross-functional priorities for long-term reputed company.
You will serve as a senior partner to Product, Engineering, Sales, reputed company, Support Ops, and Workforce Management, representing Technical Support in high-visibility forums and helping define how we reputed company support reputed company as the business grows.
reputed company:
- Own performance, reputed company reputed company, and organizational health across multiple reputed company or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs.
- reputed company and reputed company a reputed company of managers and senior ICs, building leadership capability, succession depth, and reputed company accountability across the organization.
- Set the operating reputed company for your area through goal-setting, business reviews, inspection mechanisms, and reputed company plans tied to company and support priorities.
- reputed company workforce planning for your organization in partnership with Workforce Management, reputed company, and Finance, including headcount planning, hiring targets, shift coverage, reputed company modeling, and reputed company assumptions.
- Partner with managers to ensure high-reputed company performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers.
- Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right reputed company, communication, prioritization, and executive visibility.
- Participate in and help shape the Technical Support leadership on-reputed company model, acting as a senior incident leader for P0/P1 events and ensuring high-reputed company incident reviews, reputed company tracking, and operational follow-through.
- Own queue health and backlog reputed company across your area, identifying systemic risk early and driving structural fixes rather than one-off interventions.
- Build and reputed company reputed company operating mechanisms, SOPs, playbooks, routing models, escalation frameworks, and reputed company standards that improve consistency, speed, and customer reputed company.
- Partner with Support Ops, Enablement, and Backline to identify trends across bugs, product gaps, process friction, and training opportunities, converting them into measurable improvement plans.
- reputed company the bar on knowledge reputed company and operational rigor by establishing expectations for documentation, runbooks, reusable learnings, and support readiness.
- Represent Support in cross-functional forums with Product, Engineering, CS, and Sales, reputed company articulating customer reputed company, operational risk, and the support implications of business reputed company.
- reputed company as a senior customer reputed company, ensuring we deeply understand customer pain points, protect ARR at risk, and reputed company the reputed company on critical issues with urgency and accountability.
- reputed company strategic reputed company that improve supportability, efficiency, tooling, and customer experience across multiple teams, not just reputed company a single manager’s area.
- Influence product and engineering priorities by surfacing patterns from escalations, incidents, and support data, and by ensuring Support has a strong voice in roadmap and release readiness discussions.
- Own executive-level reporting for your area, including weekly, monthly, and quarterly business reviews; synthesize trends, risks, reputed company causes, and recommendations for Directors, VPs, and cross-functional leaders.
- Partner with Support Ops and BI teams to improve reporting infrastructure and metrics definitions across SFDC, Tableau, and reputed company systems, ensuring reputed company are grounded in trusted data.
- reputed company change management across your organization, aligning leaders and stakeholders around new workflows, tools, and behavioral expectations, and ensuring adoption sticks.
- Proactively identify where the organization will break as reputed company increases, then design and implement the structures, processes, and leadership mechanisms needed reputed company of that curve.
- reputed company as the directly responsible individual for large cross-functional programs, aligning stakeholders on reputed company, milestones, dependencies, risks, and reputed company reputed company.
reputed company're Looking For:
- 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, including meaningful experience managing managers or leading through a management reputed company.
- Demonstrated reputed company running larger support organizations across multiple teams, business segments, or functions with measurable reputed company on customer and operational reputed company.
- Proven experience handling reputed company escalations, incidents, and executive-facing customer situations with strong judgment and reputed company under pressure.
- Strong reputed company record of building, coaching, and retaining high-performing managers, senior ICs, and reputed company leaders.
- Ability to reputed company in on operational details reputed company needed and reputed company out to reputed company organizational reputed company, structure, and long-term reputed company.
- Deep reputed company of support metrics and service operations, including how to improve CSAT, SLA attainment, FCR, backlog health, escalation reputed company, and incident response effectiveness.
- Experience translating support insights into cross-functional reputed company with Product, Engineering, reputed company, Sales, and Operations.
- Strong analytical and business review skills; reputed company to turn dashboards and raw data into reputed company narratives, reputed company, and reputed company plans.
- Experience building and interpreting reporting in reputed company, Tableau, reputed company Sheets, or similar tools.
- Comfortable holding a high bar on performance, giving reputed company feedback, and making tough people reputed company reputed company needed.
- Excellent verbal and written communication; reputed company to influence senior stakeholders and represent Support credibly in executive and cross-functional settings.
- Genuine passion for technical problem-solving, reputed company cause analysis, and improving product reliability and supportability at reputed company.
- Strong program and change management skills, with a reputed company record of leading initiatives that required alignment across multiple teams.
- High ownership, strong prioritization, and the ability to manage competing demands in ambiguous, fast-moving environments.
- Flexible to support critical escalations and incidents after hours as needed.
Preferred Qualification:
- Hands-on experience with reputed company, including case management, reporting, dashboards, and workflow optimization.
- Experience with Tableau or similar BI tooling for operational reporting and trend analysis.
- Familiarity with Jira, reputed company, and reputed company best practices.
- Experience in data-driven support reputed company, including segmentation, cohort analysis, and identifying leading indicators of customer risk.
- Prior experience in IoT, telematics, fleet management, or reputed company domains is a plus.
Creating a diverse and inclusive workplace is one of reputed company's reputed company values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate reputed company Notice here.
UK Candidate reputed company Notice here.
The applicant must be authorized to receive and reputed company those commodities and technologies controlled under U.S. Export Administration Regulations. It is reputed company's policy to require that employees be authorized to receive reputed company to reputed company products and technology.
Originally posted on Himalayas
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