Senior Manager, Support Engineering

About [Employer]

Software runs the world and the pace is faster than ever. [Employer] helps developers fix errors and performance issues before users notice, so teams can spend less time firefighting and more time building.

Trusted by 200,000+ organizations, [Employer] is today’s application monitoring standard and our team is building its AI-native future.

About the role

At [Employer], Support is an engineering discipline. Our customers are developers, and they expect answers from people who can read their stack trace, open the SDK source, and tell them what's actually wrong.

We're hiring a Senior Manager to lead Support Engineering. You'll run the team that handles everything from a single developer's SDK question to a production incident at one of our largest enterprise customers. You'll also help drive how we use AI in support: what systems are used, how they best help customers, enable the teams, and how we know the answers they give are right and forward looking.

This is a hands-on leadership role. You'll manage people, set the support strategy, get face to face time with customers, while also getting into tickets when it matters.

In this role you will

Lead and grow the team

• Manage and coach a team of Technical Support Engineers
• Set clear expectations for technical depth, response quality, and ownership, and give direct feedback
• Design a coverage model that works across time zones, including on-call and escalation paths
• Build career paths for Support Engineers who want to go deeper technically, move into management, or move into different teams and practices

Own support outcomes

• Own and report the team's core metrics: CX, time to resolution, escalation rate, and more
• Use support conversations as a signal: find the top drivers of tickets and get them fixed in the product, the docs, internal operations, or the SDKs, not just answered faster

Run AI-assisted support

• Own the roadmap for our support agents: which request types they handle, what context they need, and when they hand off to a person
• Set the quality bar for agent answers and the process for catching incomplete ones
• Decide where automation is worth building and where it isn't, based on data

Handle escalations and partner across [Employer]

• Run the escalation process with Engineering: make sure bugs reach the right team with a reproduction and clear impact, and that customers hear back
• Be the support lead on high-stakes enterprise issues, working with Customer Success, Solutions Engineering, and Sales
• Bring a clear picture of customer pain to Product and Engineering, backed by numbers

You'll love this job if you

• Think great support is an engineering problem, not a staffing problem
• Want to build the team and the systems at the same time
• Can debug a tricky SDK issue yourself and also explain to a VP why their incident took four hours
• Would rather fix the cause of 200 tickets than answer them faster
• Have strong opinions on where AI helps in support and where it makes things worse, and be willing to discuss this at length.

Qualifications

• 8+ years in technical support, support engineering, or software engineering at a SaaS or developer tools company
• 3+ years managing technical support engineers, including hiring and growing a team
• Technically credible with senior engineers: comfortable reading code in at least a few of Python, JavaScript/TypeScript, Java, or Ruby, and debugging across frontend, backend, and infrastructure
• Solid understanding of distributed systems, APIs, and how observability tools (errors, tracing, logs) fit into them
• Hands-on experience running AI or automation in a support org, and a clear view of its failure modes
• Track record of using support data to drive product and process changes
• Clear, direct written communication with customers, executives, and engineers

Bonus

• Experience at a developer tools or observability company
• Former software engineer
• Managed a team spread across multiple time zones
• Open source contributor or maintainer

The base salary range (or hourly wage range, if applicable) that [Employer] reasonably expects to pay for this position is $160,000 to $180,000. A successful candidate’s actual base salary (or hourly wage) amount will be determined by a variety of relevant factors including, without limitation, the candidate’s work location, education, work and other relevant experience, skills, and job-related knowledge. A successful candidate will be eligible to participate in [Employer]’s employee benefit plans/programs applicable to the candidate’s position (including incentive compensation, equity grants, paid time off, and group health insurance coverage). See [Employer] Benefits for more details about the Company’s benefit plans/programs.

Equal Opportunity at [Employer]

[Employer] is committed to providing equal employment opportunities to its employees and candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic. This commitment includes the provision of reasonable accommodations to employees and candidates for employment with physical or mental disabilities who require such accommodations in order to (a) perform the essential functions of their jobs, or (b) seek employment with [Employer]. We strive to build a diverse team, with an inclusive culture where every teammate can thrive. [Employer] is an open-source company because we believe that everyone, everywhere, should have the ability and tools to make great software. Software should be accessible. That starts with making our industry accessible.

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