Manager, Technical Support Engineering

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. We are looking for an experienced Manager of Technical Support Engineering to lead a significant portion of the Tier 2/Tier 3 Technical Support organization within 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 scale. You will lead managers, senior individual contributors, and/or specialized support functions across Technical Support Engineering and Technical Account Management, and drive organizational outcomes across CSAT, SLA, FCR, backlog health, escalation quality, incident readiness, and team effectiveness.

Responsibilities

Own performance, staffing strategy, and organizational health across multiple pods or business segments; Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability; Set the operating cadence through goal-setting, business reviews, inspection mechanisms, and action plans; Drive workforce planning in partnership 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; Own queue health and backlog strategy, 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 and convert them into measurable improvement plans; Raise the bar on knowledge quality and operational rigor, including documentation, runbooks, and support readiness; Represent Support in cross-functional forums with Product, Engineering, CS, and Sales; Act as a senior customer advocate, protecting ARR at risk and closing the loop on critical issues; 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; Own executive-level reporting, including weekly, monthly, and quarterly business reviews; Partner with Support Ops and BI teams to improve reporting infrastructure and metrics definitions across SFDC, Tableau, and related systems; Lead change management across the organization, ensuring adoption of new workflows, tools, and behavioral expectations; Proactively identify where the organization will break as scale increases and design structures and processes ahead of that curve; Act as the directly responsible individual for large cross-functional programs

Requirements

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 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

Nice to have

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