Remote Technical Support Engineering Manager

HelpfulRemote; Northern (KY); Hybrid; USD 140,000 - 165,000; Full time

Job summary

HelpfulRemote is seeking a remote-based AMER Technical Support Engineering Manager to lead a global follow-the-sun team under Engineering, owning the escalation path between L2 and L3, focusing on routing, handoffs, and capacity planning to keep resolutions fast.

The role requires 4+ years of managing technical support or software engineers in production, strong Linux and container credentials, and excellent written communication; nice-to-haves include container security, Kubernetes, Zendesk,

Qualifications

• 4+ years managing technical support or software engineers in production.
• Strong Linux and container ecosystem credibility.
• Excellent written communication and escalation-design experience.
• Remote work in USA with leadership responsibilities.

Responsibilities

• Lead the AMER Technical Support Engineering team within a global follow-the-sun organization.
• Own the escalation path between L2 support and L3 engineering, focusing on routing criteria and handoff processes.
• Drive engineering capacity planning to keep resolution times fast and reliable.
• Collaborate across Engineering and Support to improve escalation quality and tooling.

Skills

Technical leadership

Linux expertise

Container ecosystems

Written communication

Tools

Kubernetes

Zendesk

Job description

HelpfulRemote is seeking a remote-based AMER Technical Support Engineering Manager to lead a global follow-the-sun team under Engineering, owning the escalation path between L2 and L3, focusing on routing, handoffs, and capacity planning to keep resolutions fast.

The role requires 4+ years of managing technical support or software engineers in production, strong Linux and container credentials, and excellent written communication; nice-to-haves include container security, Kubernetes, Zendesk,