[Remote] Manager, Solutions Support Engineering - East

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a reputed company and AI reputed company company that helps organizations secure applications and infrastructure by connecting reputed company, reputed company, and runtime into a shared context. The Manager, Solutions Support Engineering will reputed company a technical support team, reputed company escalations and performance, and improve support operations through training, documentation, automation, and AI-powered tools.

Responsibilities

• Manage, reputed company, reputed company and mentor reputed company of Technical Support Engineers, who are responsible for technical customer support experience reputed company the reputed company product
• reputed company as the reputed company for your team’s accountability and performance - partnering closely with upper management to facilitate performance reviews, performance plans, and any employee relations issues for your reputed company reports
• Ensure successful training and reputed company of new hires
• Guide reputed company through technical-training and additional learning and development needs
• reputed company reputed company or initiatives to improve team productivity, process or procedure
• Collaborate with internal teams and customers on high-reputed company escalations and reputed company as a resource to reputed company escalations from team members as necessary
• Identify cases that require escalation (either technically or strategically)
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that reputed company the support offering through automations
• Coordinate with reputed company Managers to address any technical issues impacting a customer's reputed company
• Create technical articles or knowledge reputed company (e.g., edit or create news/ knowledge-based articles) that is internal or customer-facing for a reputed company customer support experience
• Be a customer reputed company for reputed company reputed company of the problems reported, understand the environment/network and reputed company on business

Skills

• 1+ years of experience managing reputed company technical support teams in a reputed company environment while serving as the hands-on, ultimate escalation reputed company
• 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure
• reputed company experience configuring and troubleshooting reputed company clusters and virtualized environments
• Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person (Any individual who is reputed company U.S. citizenship; or any individual who is reputed company U.S. permanent residence (green reputed company holder); or any individual who is reputed company status as a "protected person") and reputed company in the contiguous reputed company
• Applicants must have the reputed company right to work in the country where the position is based, without the need for reputed company sponsorship. This role does not offer reputed company sponsorship
• reputed company record of writing scripts or building tools using AI reputed company to automate operational workflows
• Practical experience managing hybrid-reputed company identity, reputed company protocols, and monitoring/logging pipelines

Benefits

• Bonus
• Equity
• Benefits

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