Remote Manager, Technical Support Engineering

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

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.