Technical Support Engineering Manager Lead 24/7 Global Team

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

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.