Head of Technical Support Engineering

ProducePay; Lahore; On-site; PKR 2,400,000 - 5,000,000; Full time

Job summary

Motive is seeking a Manager of Technical Support Engineering to lead a substantial portion of our Tier 2/Tier 3 Technical Support within Global Support. You will oversee performance, cadence, org design, and execution across teams and customer segments, driving CSAT, SLA, FCR, backlog health, and escalation quality.

You will partner with Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management, shaping cross-functional priorities and scalable support excellence as the

Qualifications

• 6+ years of experience leading technical teams in fast-paced, high-volume support.
• Experience managing managers or leading through a management layer.
• Proven ability to scale support organizations across multiple teams.

Responsibilities

• Own performance, staffing strategy, and organizational health across multiple pods or segments.
• Lead and develop a layer of managers and senior ICs.
• Set operating cadence with goals, reviews, and action plans.
• Drive workforce planning with Workforce Management, Recruiting, and Finance.
• Partner with managers to ensure coaching, career development, and retention.

Skills

Leadership

People management

Strategic thinking

Change management

Incident management

Data-driven decisions

Education

Technical degree in Computer Science or Engineering

Tools

Salesforce

Tableau

Jira

Confluence

Google Sheets

Job description

Motive is seeking a Manager of Technical Support Engineering to lead a substantial portion of our Tier 2/Tier 3 Technical Support within Global Support. You will oversee performance, cadence, org design, and execution across teams and customer segments, driving CSAT, SLA, FCR, backlog health, and escalation quality.

You will partner with Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management, shaping cross-functional priorities and scalable support excellence as the