Manager, Technical Support Engineering

Overview

Lead a significant portion of Motive's Tier 2/Tier 3 Technical Support organization within Global Support, owning performance, operating rhythm, org design and execution across multiple teams and customer segments (SMB, MMC, ENT/STRAT).

What you'll do

• Own performance, staffing strategy and organizational health across multiple pods or business segments, ensuring strong coverage models and consistent delivery against SLAs and KPIs.
• Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth and clear accountability.
• Set the operating cadence for your area through goal-setting, business reviews, inspection mechanisms and action plans.
• Drive workforce planning with Workforce Management, Recruiting and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling and ramp assumptions.
• Partner with managers on 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.
• Participate in and help shape the Technical Support leadership on-call model, acting as senior incident leader for P0/P1 events and ensuring high-quality incident reviews and action tracking.
• Own queue health and backlog strategy across your area, identifying systemic risk early and driving structural fixes.
• Build and evolve scalable operating mechanisms, SOPs, playbooks, routing models, escalation frameworks and quality standards.
• Partner with Support Ops, Enablement and Backline to identify trends across bugs, product gaps, process friction and training opportunities.
• Raise the bar on knowledge quality and operational rigor, including documentation, runbooks, reusable learnings and support readiness.
• Represent Support in cross-functional forums with Product, Engineering, CS and Sales, articulating customer impact, operational risk and support implications of business decisions.
• Act as a senior customer advocate, protecting ARR at risk and closing the loop on critical issues with urgency and accountability.
• Drive strategic projects that improve supportability, efficiency, tooling and customer experience across multiple teams.
• 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.
• Own executive-level reporting for your area, including weekly, monthly and quarterly business reviews, synthesizing trends, risks, root causes and recommendations.
• Partner with Support Ops and BI teams to improve reporting infrastructure and metrics definitions across SFDC, Tableau and related systems.
• Lead change management across your organization, aligning leaders and stakeholders around new workflows, tools and behavioral expectations.
• Proactively identify where the organization will break as scale increases, and design and implement the structures, processes and leadership mechanisms needed ahead of that curve.
• Act as the directly responsible individual for large cross-functional programs, aligning stakeholders on scope, milestones, dependencies, risks and success criteria.

What you'll need

• Technical degree in Computer Science or Engineering, 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 layer.
• Hands-on experience as an individual contributor in a technical support engineering, technical operations or similarly technical role before moving into people leadership.
• Demonstrated success running larger support organizations across multiple teams, business segments or functions with measurable impact on customer and operational outcomes.
• Proven experience handling complex escalations, incidents and executive-facing customer situations with strong judgment and calm under pressure.
• Strong track record of building, coaching and retaining high-performing managers, senior ICs and future leaders.
• Ability to zoom in on operational details when needed and zoom out to drive organizational strategy, structure and long-term scale.
• Deep command of support metrics and service operations, including how to improve 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; able to turn dashboards and raw data into clear narratives, decisions and action plans.
• Experience building and interpreting reporting in Salesforce, Tableau, Google Sheets or similar tools.
• Comfortable holding a high bar on performance, giving direct feedback and making tough people decisions when needed.
• Excellent verbal and written communication; able to influence senior stakeholders and represent Support credibly in executive and cross-functional settings.
• Genuine passion for technical problem-solving, root cause analysis and improving product reliability and supportability at scale.
• Strong program and change management skills, with a track 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.
• Must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.

Nice to have

• Technical degree in Computer Science or Engineering (preferred).
• Hands-on experience with Salesforce, including case management, reporting, dashboards and workflow optimization.
• Experience with Tableau or similar BI tooling for operational reporting and trend analysis.
• Familiarity with Jira, Confluence and knowledge management best practices.
• Experience in data-driven support strategy, including segmentation, cohort analysis and identifying leading indicators of customer risk.
• Prior experience in IoT, telematics, fleet management or related domains.

Details

• Location: Pakistan, Remote.
• Some interviews or new-hire training sessions may be held in person at one of Motive's global offices.