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.
Read the full description and apply on the company’s own careers page.
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