Manager, Technical Support Engineering - East

Tines; Massachusetts; On-site; USD 130,000 - 145,000; Full time

Job summary

Tines is hiring a Manager, Technical Support Engineering to lead a team delivering enterprise-grade support for an AI-powered workflow platform. You will guide engineers, drive service improvements, and partner with Success, Product, and Engineering to resolve complex issues.

Based in the US and remote, you will own hiring, onboarding, and executive-level collaboration while building scalable support processes and metrics to measure impact.

Qualifications

• 5+ years of experience in providing technical support for enterprise software solutions.
• 2+ years of people management or team leadership experience on a technical support engineering team.
• Excellent troubleshooting and problem-solving skills with methodologies and best practices.
• Experience working with REST APIs, scripting, and containers.
• Passion for working with technical customers and guiding teams to resolve complex issues.
• Ability to analyze support trends and implement strategies to enhance customer and engineer experience.
• Strong collaboration and communication skills with customers and executives.
• Familiarity with security automation, IT workflows, or related domains.
• Examples of leveraging AI to increase productivity or enhance service offerings.
• Experience providing technical support to US Federal or Public Sector organizations.

Responsibilities

• Lead, mentor, and coach a team of Technical Support Engineers.
• Foster a culture of technical excellence, continuous learning, and a customer-first mindset.
• Drive team motivation, engagement, and performance through ongoing development.
• Identify and implement opportunities for process improvements and automation to enhance support efficiency.
• Collaborate with internal stakeholders to resolve complex technical issues and provide customer feedback on product improvements.
• Develop and track key support metrics to measure team effectiveness and identify trends.
• Own the hiring and onboarding of new team members and deliver a world-class experience.
• Drive retention of top-tier Technical Support talent and maintain a positive culture within the team.
• Develop and deliver customer support offerings, including Federal and Enterprise support.
• Support the Head of Customer KES with projects and initiatives to drive performance.
• Facilitate knowledge sharing by internal documentation, training, and enablement.

Skills

Leadership

Technical leadership

Troubleshooting

REST APIs

Scripting

Containers

Customer-facing

Analytics

Collaboration

AI for productivity

Tools

REST APIs

Scripting

Containers

Job description

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results.

Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT, engineering, finance, and other security-focused teams.

At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.

This is a remote role that must be based in EST or CST.

At Tines, our Technical Support team is highly regarded by our customers for their expertise, responsiveness, and commitment to customer success. Our Technical Support team is critical in providing world-class support, troubleshooting complex issues, and delivering a seamless experience for our customers. We partner closely with Customer Success, Product, and Engineering teams to drive customer satisfaction, optimize issue resolution, and enhance the overall customer experience.

As a Manager, Technical Support Engineering, you will be responsible for managing and growing a team of Technical Support Engineers (TSEs), ensuring high-quality technical support, and continuously improving our support processes. You will work cross-functionally to ensure customers receive timely resolutions and exceptional service, driving customer success and operational efficiency.

Key Responsibilities

• Lead, mentor, and coach a team of high-performing Technical Support Engineers.
• Foster a culture of technical excellence, continuous learning, and a customer-first mindset.
• Drive team motivation, engagement, and performance through ongoing development.
• Identify and implement opportunities for process improvements and automation to enhance support efficiency.
• Collaborate with internal stakeholders, including Customer Success, Education, Product, and Engineering teams, to resolve complex technical issues and provide customer feedback on product improvements.
• Develop and track key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trends.
• Own the hiring and onboarding of new team members. Enhance our new-hire enablement and deliver a world-class experience.
• Drive retention of top-tier Technical Support talent and maintain a positive culture within the team. Develop and deliver customer support offerings, including Federal and Enterprise support.
• Support the Head of Customer KES with projects and initiatives to drive performance.
• Facilitate knowledge sharing by internal documentation, training, and enablement.

What You Bring

• 5+ years of experience in providing technical support for enterprise software solutions.
• 2+ years of people management or team leadership experience on a technical support engineering team
• Excellent troubleshooting and problem-solving skills, with a deep understanding of troubleshooting methodologies and best practices.
• Experience working with REST APIs, scripting, and containers
• Passion for working with technical customers and guiding teams to resolve complex issues.
• Ability to analyze support trends and implement strategies to enhance customer and engineer experience.
• Strong collaboration and communication skills to interact effectively with customers, internal stakeholders, and executive leadership.
• Familiarity with security automation, IT workflows, or related domains.
• Examples of leveraging AI to increase productivity or enhance service offerings
• Experience providing technical support to US Federal or Public Sector organizations

This role is an excellent opportunity to develop technical leadership skills to drive the success of a growing support team, influence product development, and contribute to the long-term success of our customers.

Target Annual Compensation: $130-145K

Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.