Senior Manager, Technical Support Engineering

Motive; Pakistan; Presencial; PKR 3.000.000 - 6.000.000; Jornada completa

Descripción de la vacante

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. You will own performance, operating rhythm, org design, and execution across multiple teams and customer segments, driving CSAT, SLA, and backlog health while shaping scalable processes and tools.

You will manage managers and senior ICs, partner with Product, Engineering, and Sales, and act as a senior escalation leader

Formación

• 6+ years of experience leading technical teams in fast-paced support environments.
• Experience managing managers or leading through a management layer.
• Proven track record in escalations, incidents, and executive-facing situations.
• Strong analytical and business review skills with data-driven storytelling.
• Experience in IO T, telematics, or fleet management is a plus.

Responsabilidades

• Oversee performance, staffing strategy, and health across multiple pods ensuring SLAs and KPIs.
• Lead managers and senior ICs, building leadership depth and accountability.
• Set operating cadence with reviews, inspections, and action plans.
• Drive workforce planning with Workforce Management, Recruiting, and Finance.
• Guide escalation leadership for critical customer issues and incidents.
• Own queue health, backlog strategy, and scalable SOPs/playbooks.
• Partner with Product, Engineering, CS, Sales on cross-functional initiatives.
• Provide executive-level reporting and strategic recommendations.

Conocimientos

Technical leadership

People management

Incident management

Cross-functional collaboration

Data-driven decision making

Executive communication

Change management

Mentoring and coaching

Operational excellence

Customer escalation handling

Educación

Bachelor's degree in Computer Science or Engineering

Herramientas

Salesforce

Tableau

Jira

Confluence

Google Sheets

Descripción del empleo

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. You will own performance, operating rhythm, org design, and execution across multiple teams and customer segments, driving CSAT, SLA, and backlog health while shaping scalable processes and tools.

You will manage managers and senior ICs, partner with Product, Engineering, and Sales, and act as a senior escalation leader