Technical Support Engineering Manager

United States Digital Space LLC; San Mateo (CA); On-site; USD 140,000 - 185,000; Full time

Benefits offered by this job

Healthcare programs

Vision & Dental

HSA/FSA

Mental health support

Parental leave

Flexible PTO

Professional development

Wellness benefits

Lunch provided

Commuter benefits

Job summary

United States Digital Space LLC is seeking a Manager for our Technical Support Engineering team. You will lead a global, 24/7 support organization across the company platform and partner with Engineering and Product to drive improvements.

The role requires hands-on technical roots, a track record of building teams, and the ability to advocate for customer and support needs while maintaining an on-site presence in San Mateo, CA five days a week.

Qualifications

• Leadership experience building and scaling technical support teams.
• Strong background in networking, systems, and security.
• Experience collaborating with Engineering and Product to drive improvements.

Responsibilities

• Provide training, coaching, and feedback to ensure Technical Support Engineers master the company portfolio and resolve customer issues.
• Build the team: Hire, mentor, and grow networking, systems, and security experts delivering high-touch support.
• Track metrics and define processes to drive continuous improvement in support performance.
• Act as the authoritative voice of the company Support with customers.
• Partner with Engineering and Product to translate frontline signals into product improvements.

Skills

People leadership

Technical experience

Communication skills

Customer service

Multitasking

Problem solving

Education

Bachelor's degree

Master's degree

Job description

Who We Are

the company is transforming how organizations protect their people and places with an integrated, privacy-sensitive AI-powered platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management.

We’ve got serious momentum in the market: more than 30,000 customers (including 100+ of the Fortune 500), a $5.8B valuation, more than $1 billion in annualized bookings, and backing from CapitalG, Sequoia Capital, General Catalyst, Felicis Ventures, Next47 and more. Physical AI is one of the most consequential technology shifts of our time, and the company is at the center of it.

You can look at all kinds of communities to see our platform’s impact in the world. It's the retailer that uses our agentic AI to deter theft before it happens. The warehouse that uses AI-powered alerts to make sure its team is protected on the floor with proper PPE. The school that’s alerted to a threat in real-time and triggers a lockdown in seconds, not minutes. We’re rapidly scaling this impact: today, more than 2 million the company devices are deployed across 170+ countries.

About the Role

the company is seeking a Manager for our Technical Support Engineering team. We are looking for a technical leader who will help grow our global team dedicated to supporting our customers 24/7 across the full the company platform.

This individual must have deep technical roots, the ability to bring out the best of the organization to solve complex customer challenges, a proven track record of building and developing teams, experience managing people, and the ability to advocate internally for customer and support team needs. You will partner closely with Engineering and Product teams to translate front-line signals into product improvements and scalable processes.

We are committed to a thriving in-office culture. This role requires that you be on-site at our office in San Mateo, CA 5 days a week.

What You'll Do

• Provide training, coaching, and feedback to ensure Technical Support Engineers master the the company portfolio and resolve customer issues

• Build the team: Hire, mentor, and grow a strong bench of networking, systems, and security experts who deliver high-touch customer service

• Track and define metrics: Measure team performance to ensure we deliver on our high expectations of technical support. Build and refine processes to monitor and drive continuous improvement

• Customer management: Be the authoritative voice of the company Support when speaking with customers

• Cross-functionally partner with Engineering and Product to solve issues and share structured customer insights and feedback

What You Bring

• 2+ years of people leadership experience, ideally in a technical support or customer-facing engineering function

• 5+ years of professional experience in a technical role

• Bachelor's or Master's degree in a technical discipline

• Ability to communicate complex technical matters clearly, both orally and in writing

• Excellent customer service skills

• Ability to multitask and prioritize in a fast-paced environment

• Demonstrated problem-solving skills and attention to detail

Employee Benefits

the company is committed to fostering a workplace environment that prioritizes the holistic health and wellbeing of our employees and their families by offering comprehensive wellness perks, benefits, and resources. Our benefits and perks programs include, but are not limited to:

• Healthcare programs that can be tailored to meet the personal health and financial well-being needs. Premiums are 100% covered for the employee under at least one plan and 80% for family premiums under all plans

• Nationwide medical, vision, and dental coverage

• Health Saving Account (HSA) with annual employer contributions and Flexible Spending Account (FSA) with tax saving options

• Expanded mental health support

• Paid parental leave policy & fertility benefits

• Time off to relax and recharge through our paid holidays, firmwide extended holidays, flexible PTO, and personal sick time

• Professional development stipend

• Wellness/fitness benefits

• Healthy lunches provided daily

• Commuter benefits

Additional Information

• We do sponsor and take over sponsorship of employment visas for this role. If we make you an offer, we will make every reasonable effort to get you a visa.

Annual Pay Range

At the company, we want to attract and retain the best employees, and compensate them in a way that appropriately and fairly values their individual contribution to the company. With that in mind, we carefully consider a number of factors to determine the appropriate starting pay for an employee, including their primary work location and an assessment of a candidate's skills and experience, as well as market demands and internal parity. A the company employee may be eligible for additional forms of compensation, depending on their role, including sales incentives, discretionary bonuses, and/or equity in the company in the form of restricted stock units (RSUs)

Below is the annual on-target earnings (OTE) range for full-time employees for this position, comprised of base compensation and commissions (if applicable).

Estimated Annual Pay Range

$140,000—$185,000 USD

the company Is An Equal Opportunity Employer

As an equal opportunity employer, the company is committed to providing employment opportunities to all individuals. All applicants for positions at the company will be treated without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.

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