[Remote] Manager, Technical Support Engineering - East

Note: The job is a remote job and is open to candidates in USA. Tines, founded in 2018 with co-headquarters in Dublin and Boston, powers important workflows through its intelligent workflow platform. They are seeking a Manager, Technical Support Engineering to lead a team of Technical Support Engineers, ensuring high-quality technical support and driving customer success through collaboration with various internal teams.ResponsibilitiesLead, mentor, and coach a team of high-performing Technical Support EngineersFoster a culture of technical excellence, continuous learning, and a customer-first mindsetDrive team motivation, engagement, and performance through ongoing developmentIdentify and implement opportunities for process improvements and automation to enhance support efficiencyCollaborate with internal stakeholders, including Customer Success, Education, Product, and Engineering teams, to resolve complex technical issues and provide customer feedback on product improvementsDevelop and track key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trendsOwn the hiring and onboarding of new team members. Enhance our new-hire enablement and deliver a world-class experienceDrive 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 supportSupport the Head of Customer KES with projects and initiatives to drive performanceFacilitate knowledge sharing by internal documentation, training, and enablementSkills5+ years of experience in providing technical support for enterprise software solutions2+ years of people management or team leadership experience on a technical support engineering teamExcellent troubleshooting and problem-solving skills, with a deep understanding of troubleshooting methodologies and best practicesExperience working with REST APIs, scripting, and containersPassion for working with technical customers and guiding teams to resolve complex issuesAbility to analyze support trends and implement strategies to enhance customer and engineer experienceStrong collaboration and communication skills to interact effectively with customers, internal stakeholders, and executive leadershipFamiliarity with security automation, IT workflows, or related domainsExamples of leveraging AI to increase productivity or enhance service offeringsExperience providing technical support to US Federal or Public Sector organizationsCompany OverviewTines is a no-code workflow automation platform designed especially for security teams. It was founded in 2018, and is headquartered in Dublin, Dublin, IRL, with a workforce of 201-500 employees. Its website is https://www.tines.com.