Technical Support Engineering Manager

Verkada is seeking a Manager for our Technical Support Engineering team. We are looking for a technical leader who will help grow our global team dedicated to supporting our customers 24/7 across the full Verkada platform.

Responsibilities

Provide training, coaching, and feedback to ensure Technical Support Engineers master the Verkada portfolio and resolve customer issues; Build the team: Hire, mentor, and grow a strong bench of networking, systems, and security experts who deliver high-touch customer service; Track and define metrics: Measure team performance to ensure we deliver on our high expectations of technical support. Build and refine processes to monitor and drive continuous improvement; Customer management: Be the authoritative voice of Verkada Support when speaking with customers; Cross-functionally partner with Engineering and Product to solve issues and share structured customer insights and feedback

Requirements

2+ years of people leadership experience, ideally in a technical support or customer-facing engineering function; 5+ years of professional experience in a technical role; Bachelor's or Master's degree in a technical discipline; Ability to communicate complex technical matters clearly, both orally and in writing; Excellent customer service skills; Ability to multitask and prioritize in a fast-paced environment; Demonstrated problem-solving skills and attention to detail

Benefits

Healthcare programs that can be tailored to meet the personal health and financial well-being needs. Premiums are 100% covered for the employee under at least one plan and 80% for family premiums under all plans; Nationwide medical, vision, and dental coverage; Health Saving Account (HSA) with annual employer contributions and Flexible Spending Account (FSA) with tax saving options; Expanded mental health support; Paid parental leave policy & fertility benefits; Time off to relax and recharge through our paid holidays, firmwide extended holidays, flexible PTO, and personal sick time; Professional development stipend; Wellness/fitness benefits; Healthy lunches provided daily; Commuter benefits; Visa sponsorship