Director of Technical Support Engineering

Openkrill; United States; Remote; USD 150,000 - 190,000; Full time

Job summary

Motive is seeking a Manager of Technical Support Engineering to lead a significant portion of our Tier 2/3 Technical Support organization within Global Support. You will guide managers and senior ICs, shape operating rhythms, and partner with Product, Engineering, Sales, and Customer Success to scale support excellence as the business grows.

You will drive CSAT, SLA, backlog health, escalation quality, and incident readiness, while ensuring staffing, processes, and tooling meet evolving demand.

Qualifications

• Technical leadership experience in high-volume support organizations.
• Proven track record managing managers or senior ICs.
• Strong analytical and reporting capabilities.

Responsibilities

• Own performance, staffing strategy, and org health across multiple pods.
• Set operating cadence with goals, reviews, and action plans.
• Drive workforce planning with cross-functional partners.
• Lead escalation and incident management for critical issues.
• Represent Support in cross-functional forums and executive settings.

Skills

Leadership

Stakeholder management

Data analysis

Communication

Change management

Incident management

Education

CS/Engineering degree or equivalent

Tools

Salesforce

Tableau

Google Sheets

Job description

Motive is seeking a Manager of Technical Support Engineering to lead a significant portion of our Tier 2/3 Technical Support organization within Global Support. You will guide managers and senior ICs, shape operating rhythms, and partner with Product, Engineering, Sales, and Customer Success to scale support excellence as the business grows.

You will drive CSAT, SLA, backlog health, escalation quality, and incident readiness, while ensuring staffing, processes, and tooling meet evolving demand.