Support Engineering Manager
Virtual Vocations Inc
Managing a high-caliber team of Technical Support Engineers, the full-time remote Support Engineering Manager will oversee support operations, optimize tooling, and drive product feedback while ensuring quality interactions between customers and engineering teams. Key responsibilities Hire, develop, and manage a team of two Technical Support Engineers, overseeing triage rotation and escalation paths Configure and optimize support tooling, including case routing, SLA rules, and customer-facing communications Track and report on key metrics such as SLAs, bug triage accuracy, and customer satisfaction to stakeholders Required qualifications 7+ years of experience in a technical support or solutions engineering role, with prior team management experience Strong knowledge of software infrastructure and DevOps, including Kubernetes, Docker, and REST/GraphQL APIs Familiarity with observability tools such as Prometheus and Grafana, as well as Linux administration and networking basics Demonstrated skills in SLA design, bug triage methodology, and technical communication Comfortable engaging with mechanical engineers and discussing concepts related to CAD platforms and simulation
Vacancy posted 2 days ago
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