Senior Manager, Technical Support Engineering

Motive

Lahore

On-site

PKR 1,800,000 - 4,200,000

Full time

5 days ago

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Job summary

Motive 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. The role is based in Lahore, Pakistan.

You will own performance, staffing, cadence, and escalation readiness, partnering with Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management to scale support excellence as the business grows.

Qualifications

Technical degree in Computer Science or Engineering preferred, or equivalent practical experience.
6+ years of experience leading technical teams in fast-paced, high-volume support organizations, including meaningful experience managing managers or leading through a management layer.
Hands‑on experience as an individual contributor in a technical support engineering, technical operations, or similarly technical role before moving into people leadership.
Demonstrated success running larger support organizations across multiple teams, business segments, or functions with measurable impact on customer and operational outcomes.

Responsibilities

Own performance, 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.
Partner with managers to ensure high-quality performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers.
Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right staffing, communication, prioritization, and executive visibility.