Senior Support Engineering ManagerVirtualVocations • Rochester, New York, United States
Senior Support Engineering Manager
VirtualVocations • Rochester, New York, United States
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A company is looking for a Senior Manager, Support Engineering.
Key Responsibilities
Architect and implement the technical support strategy, including tools, processes, and metrics
Build and lead a team of Support Engineers, establishing a culture of excellence and proactive communication
Drive operational alignment by analyzing support data, conducting postmortems, and serving as the voice of the customer
Required Qualifications
6-8+ years in technical support in enterprise SaaS or similar roles
3-4+ years of leadership experience in building support teams and processes
Proven success in transforming support functions in scaling environments
Familiarity with observability tools, SQL, ETL pipelines, REST APIs, and JavaScript
Bonus : Experience in insurance tech or vertical SaaS
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Senior Engineering Manager • Rochester, New York, United States
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