Senior Manager, Technical Support Engineering

Motive Agency; Islamabad; On-site; PKR 41,482,000 - 63,606,000; Full time

Job summary

Motive Technologies, Inc. is seeking an experienced Manager of Technical Support Engineering to lead a significant portion of our Tier 2/Tier 3 Technical Support organization within Global Support.

You will own performance, operating rhythm, org design, and execution across teams and customer segments to scale support. You will manage managers and senior ICs, drive CSAT/SLA improvements, and partner with Product, Engineering, Sales, and Customer Success to ensure exceptional customer outcomes at

Qualifications

• 6+ years of experience leading technical teams in fast-paced, high-volume support organizations.
• Hands-on experience as an IC in technical support before moving into people leadership.
• Proven ability to scale large support teams across multiple functions.

Responsibilities

• Own staffing strategy and organizational health across multiple pods, ensuring coverage and KPI delivery.
• Lead managers and senior ICs, building leadership capability and accountability.
• Set operating cadence with goal-setting, reviews, and action plans aligned to priorities.
• Drive workforce planning with Workforce Management, Recruiting, and Finance.
• Lead escalation and incident management for critical customer issues and major incidents.
• Represent Support in cross-functional forums and drive leadership in executive decisions.

Skills

Leadership

Technical leadership

Escalation mgmt

CSAT focus

Cross-functional

Data analysis

Tools

Salesforce

Tableau

Jira

Confluence

Google Sheets

Job description

Motive Technologies, Inc. is seeking an experienced Manager of Technical Support Engineering to lead a significant portion of our Tier 2/Tier 3 Technical Support organization within Global Support.

You will own performance, operating rhythm, org design, and execution across teams and customer segments to scale support. You will manage managers and senior ICs, drive CSAT/SLA improvements, and partner with Product, Engineering, Sales, and Customer Success to ensure exceptional customer outcomes at