Senior Manager, Technical Support Engineering

Overview

Senior Manager, Technical Support Engineering to lead and scale a Tier 2/Tier 3 Technical Support organization within Global Support.

What you'll do

• Own performance, operating cadence, organizational design, and execution across multiple support teams and customer segments.
• Drive outcomes across CSAT, SLA, FCR, backlog health, escalation quality, incident readiness, and team effectiveness.
• Lead and develop managers and senior individual contributors across Technical Support Engineering and Technical Account Management.
• Set operating rhythm through goal-setting, business reviews, inspection mechanisms, and action plans tied to priorities.
• Serve as senior escalation leader and senior incident leader for P0/P1 events, including incident reviews and follow-through.
• Build scalable mechanisms such as SOPs, playbooks, routing models, escalation frameworks, and quality standards.
• Own executive-level reporting (weekly/monthly/quarterly) and partner on reporting infrastructure and metrics definitions.

What you'll need

• 6+ years leading technical teams in fast-paced, high-volume support organizations.
• Experience managing managers or leading through a management layer.
• Hands-on experience as an individual contributor in technical support engineering, technical operations, or similarly technical roles.
• Demonstrated success running larger support organizations across multiple teams, business segments, or functions with measurable impact.
• Proven experience handling complex escalations, incidents, and executive-facing customer situations with calm under pressure.
• Deep command of support metrics (CSAT, SLA attainment, FCR, backlog health, escalation quality, incident response effectiveness).
• Experience building and interpreting reporting in Salesforce, Tableau, Google Sheets, or similar tools.

Details

• Location: Remote - Islamabad & Lahore.
• Work mode: Remote.