Senior Manager, Global Technical Support Engineering

ProducePay; Pakistan; On-site; PKR 41,528,000 - 52,602,000; Full time

Job summary

Motive is seeking a Senior Manager of Technical Support Engineering to lead a significant portion of our Tier 2/3 organization within Global Support. You will own performance, operating rhythm, and cross-functional partnerships to scale support excellence as the business grows.

You will mentor managers and senior ICs, shape staffing and escalation practices, and partner with Product, Engineering, Sales, Customer Success, and Support Ops to improve CSAT, SLA, and incident readiness.

Qualifications

• 6+ years of experience leading technical teams in fast-paced, high-volume support organizations.
• Hands-on experience as an individual contributor in a technical support engineering, technical operations, or similarly technical role before moving into people leadership.
• Proven experience handling complex escalations, incidents, and executive-facing customer situations with strong judgment and calm under pressure.
• Experience translating support insights into cross-functional action with Product, Engineering, Customer Success, Sales, and Operations.

Responsibilities

• Own staffing strategy and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs.
• Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability across the organization.
• Set the operating cadence for your area through goal-setting, business reviews, inspection mechanisms, and action plans tied to company and support priorities.
• Drive workforce planning for your organization in partnership with Workforce Management, Recruiting, and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions.

Skills

Leadership

Technical leadership

Stakeholder management

Analytics

Adaptability

Education

CS/Engineering degree

Tools

Salesforce

Tableau

Google Sheets

Job description

Motive is seeking a Senior Manager of Technical Support Engineering to lead a significant portion of our Tier 2/3 organization within Global Support. You will own performance, operating rhythm, and cross-functional partnerships to scale support excellence as the business grows.

You will mentor managers and senior ICs, shape staffing and escalation practices, and partner with Product, Engineering, Sales, Customer Success, and Support Ops to improve CSAT, SLA, and incident readiness.