Tines
Manager, Technical Support Engineering - East
North America (Remote)
No sponsorship$130k-$145kDetected 96 days ago
DatabricksRESTCanvaCustomer SuccessCustomer SupportIntercomLeadershipCommunicationCollaborationProblem Solving
About the role
- As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service.
- We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity.
- If you're second-guessing your application, we hope you'll trust your gut and take the leap too!
Responsibilities
- Lead, mentor, and coach a team of high-performing Technical Support Engineers.
- Drive team motivation, engagement, and performance through ongoing development.
- Identify and implement opportunities for process improvements and automation to enhance support efficiency.
- Develop and track key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trends.
- Own the hiring and onboarding of new team members. Enhance our new-hire enablement and deliver a world-class experience.
- Drive retention of top-tier Technical Support talent and maintain a positive culture within the team. Develop and deliver customer support offerings, including Federal and Enterprise support.
- Support the Head of Customer KES with projects and initiatives to drive performance.
Requirements
- 5+ years of experience in providing technical support for enterprise software solutions.
- Experience working with REST APIs, scripting, and containers
- Familiarity with security automation, IT workflows, or related domains.
- Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
- 2+ years of people management or team leadership experience on a technical support engineering team
- Excellent troubleshooting and problem-solving skills, with a deep understanding of troubleshooting methodologies and best practices.
- Passion for working with technical customers and guiding teams to resolve complex issues.
- Ability to analyze support trends and implement strategies to enhance customer and engineer experience.
- Strong collaboration and communication skills to interact effectively with customers, internal stakeholders, and executive leadership.
- Examples of leveraging AI to increase productivity or enhance service offerings
- Experience providing technical support to US Federal or Public Sector organizations
- This role is an excellent opportunity to develop technical leadership skills to drive the success of a growing support team, influence product development, and contribute to the long-term success of our customers.
- Target Annual Compensation: $130-145K
- At Tines, we're all about trying new things and taking the leap. If you're second-guessing your application, we hope you'll trust your gut and take the leap too! Applying for a new job isn't always easy, especially if you're thinking of a career pivot - but we're big believers in learning and growth here at Tines, so you've nothing to worry about. A variety of experience, perspectives, and voices makes us the company we are. We'd love to hear from you.
Compensation
- Target Annual Compensation: $130-145K
Benefits
- Foster a culture of technical excellence, continuous learning, and a customer-first mindset.
- Collaborate with internal stakeholders, including Customer Success, Education, Product, and Engineering teams, to resolve complex technical issues and provide customer feedback on product improvements.
- Applying for a new job isn't always easy, especially if you're thinking of a career pivot - but we're big believers in learning and growth here at Tines, so you've nothing to worry about.
Visa & Work Authorization
- Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
This listing is sourced directly from Tines's careers page and normalized into a canonical job model.