Senior Manager, Technical Support Engineering

Gomotive; Pakistan; On-site; PKR 3,000,000 - 6,000,000; Full time

Job summary

Motive is seeking a Manager of Technical Support Engineering to lead a large Tier 2/3 organization within Global Support. You will shape operating models, design org structure, and partner with Product, Engineering, Sales, and CS to scale excellence.

You will manage managers and senior ICs, drive CSAT and SLA performance, own incident readiness, and oversee escalation processes while aligning priorities with business goals. This role requires strategic oversight and hands-on execution.

Qualifications

• Technical degree in Computer Science or Engineering preferred.
• 6+ years of experience leading technical teams in fast‑paced, high‑volume support organizations.
• Hands‑on experience as an IC in technical support/operations before moving into leadership.
• Proven experience running larger support orgs across multiple teams with measurable impact.
• Excellent verbal and written communication; able to influence senior stakeholders.

Responsibilities

• Lead multiple pods or segments to meet SLAs and KPIs.
• Develop managers and senior ICs, build leadership depth and accountability.
• Set operating cadence with reviews, goals, and action plans.
• Drive workforce planning with Workforce Management, Recruiting, and Finance.
• Own escalation leadership for critical incidents and major accounts.

Skills

Technical leadership

Managing managers

Incident management

Cross-functional collaboration

Executive communication

Data-driven decisions

Stakeholder management

Process improvement

Education

Technical degree in CS/Engineering

Tools

Salesforce

Tableau

Jira

Confluence

Google Sheets

Job description

Motive is seeking a Manager of Technical Support Engineering to lead a large Tier 2/3 organization within Global Support. You will shape operating models, design org structure, and partner with Product, Engineering, Sales, and CS to scale excellence.

You will manage managers and senior ICs, drive CSAT and SLA performance, own incident readiness, and oversee escalation processes while aligning priorities with business goals. This role requires strategic oversight and hands-on execution.