Support Engineering Manager

About Freshpaint: Customer data is the fuel that drives all modern businesses. From product analytics, to marketing, to support, to advertising, advanced data analysis in the warehouse, and even sales – customer data is the raw material for each function at a modern business.For highly regulated businesses in healthcare, it’s always been a challenge to harness that customer data and get it to the marketing and analytics tools that require it while following patient privacy laws….until now.Something as simple as running ads to get more users is simple for an e-commerce of software company to do. But common web analytics and advertising tools collect sensitive user identifiers and healthcare information automatically. Those same tools are not HIPAA compliant.We provide a layer of data governance to make current web analytics tools HIPAA-compliant. For analytics, our customers can continue getting the insights they need to improve the patient experience. For marketing, Freshpaint safeguards health information while helping our customers promote access to care through popular advertising platforms like Facebook, Google, and others.In short, we help healthcare marketers promote access to care and safeguard patient privacy at the same time. This is an important, complex problem in a massive market (healthcare is 20% of the US GDP).Our customers manage their customer data with:Privacy Platform. We help healthcare providers automate their website’s + app’s HIPAA compliance, and safeguard patient data. This is our core product todayFuture additional product lines! Our core product provides a platform that we're building marketing applications on top of.We’re fully remote. If you strongly value in-person work, Freshpaint is likely not the best fit for you. Even though we don’t care where you’re located, we only hire within the US. Many of our team is concentrated in various metro areas like SF or NYC. To balance out our remote-ness, we gather the team 2x times per year for offsites. We’re backed by leading investors including Y-Combinator, Intel Capital, and angel investors like the Head of Data from Slack, Head of Data at LinkedIn, and more.Who we are:Freshpaint was founded by web analytics veterans who realized how hard it was for highly regulated companies to collect and use customer data in a compliant way. We started as part of Y Combinator’s S19 cohort and have been focused on enabling healthcare companies collect, safeguard, and activate patient data since.In 2022 the government issued updated guidance around HIPAA, basically making our software a requirement to use for healthcare companies. As a result, we're one of the fastest growing software companies on earth right now.Our team has deep analytics and growth experience, with all of us coming from high-growth companies like Heap, Pendo, Iterable, Quantum Metric, and Retool. If you value lots of freedom and ownership in your work, interfacing with customers, and working on a product with high customer impact, then Freshpaint is your home.Support Engineering ManagerThe Support Engineering Manager will lead and scale Freshpaint’s frontline Support Engineering team, ensuring high-quality, customer-centric technical support while driving operational improvements. This role is critical in building a scalable support function that enhances customer satisfaction and retention as we enter a stage of exponential growth. By fostering collaboration between Support Engineering, Product, Engineering, and Customer Success teams, this leader will ensure a seamless post-sales experience, contributing to Freshpaint’s long-term customer trust and growth.In this role, you will accomplish:Lead and Develop the Support Engineering Team – Hire, onboard, and coach a high-performing and extremely technical team. You’ll review PRs, unblock ICs, and enable ICs to resolve more issues from end to end while maintaining a high bar for customer service.Scale the Support Engineering Team - Strategically set up the necessary processes and structure in order to support exponential growth. Deeply understand headcount needed and ensure we don’t fall behind.What You’ll Do (Day-to-Day Responsibilities):This is a startup environment. You’ll also be required to jump in, roll up your sleeves and contribute to IC work.You’ll dig into our code base and architecture, understand how we do things, and use that knowledge to guide our customers and resolve issues for them - become the product expert of a very technical productWork with Go,TypeScript, and SQL to diagnose and resolve customer issuesReview PRs and enable blocked Support Engineers to take the issue at hand to completionLead and manage a team of Support Engineers, providing mentorship, technical enablement, and performance management.Scale the team through our next phase of exponential growth - this means appropriately predicting headcount needed and ensuring we don’t fall behind on hiring. This means ensuring we have the right processes, tools, and structure in place to support that growth.Own and optimize support operations, driving improvements in efficiency, response time, and customer satisfaction.Act as the liaison between Customer Success and Engineering , ensuring technical updates are communicated clearly to Customer SuccessEstablish and enforce SLAs, escalation processes, and monitoring frameworks to maintain a high level of support quality.Drive automation and tooling enhancements to improve troubleshooting capabilities and reduce repetitive tasks.Work closely with Engineering, Customer Success, and Account Management teams to provide the best technical support to our customersAct as the voice of the customer based on your frontline knowledge of customer needs - work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategyOwn and contribute to comprehensive technical documentation to ensure clarity and accessibility to our customers on how our product worksManage internal documentation to keep runbooks/procedures up to date and to share knowledge with the teamRequirements - What You’ll Bring:Must-Haves:3+ years of experience leading technical support or customer-facing engineering teams in a SaaS environment.Technical Acumen & Troubleshooting Expertise – Strong ability to understand complex technical issues, support debugging efforts, and guide engineers on customer problems.Experience with modern programming languages such as Go or JavaScript.Proficiency in both front-end and back-end technologies, expertise in SQL.Customer Empathy – High level of empathy and a strong focus on customer experience. You communicate effectively with customers, address their concerns with the product, and successfully de-escalate tense situations.User-Centric Approach – Naturally curious and empathetic, with a strong ability to surface and share customer insights across the entire organization.Results-Driven Mentality – Quick learner who adapts to new tools and technologies with ease. You take ownership, solve problems proactively, and move fast to get things done.Self-Sufficiency & Prioritization – Able to operate independently, prioritize effectively, and manage multiple projects without requiring direction.Operational & Process Improvement – Experience implementing processes that enhance support operations, such as automation, ticketing efficiency, and knowledge base expansion.Cross-Functional Collaboration – Strong ability to work with Engineering, Product, and Customer Success teams to escalate, resolve, and prevent recurring issues.Why You Shouldn’t ApplyYou should not apply if you have a tendency to get tunnel vision - this role requires you to keep track of customer issues and related engineering project work and ensure correct prioritization, all while ensuring all SLAs are met.Context switching will be a given in this role. If you are not a pro at context switching and ruthless prioritization, you should not apply.If you are unable to understand code to the point of being able to unblock ICs or review PRs, you should not apply to this role.If the thought of de-escalating an upset customer on a Zoom call horrifies you, you should not apply to this role.Why You Should ApplyYou’re technical enough to be able to understand code enough to review PRs and unblock ICs, but you’re also high EQ and able to deal with confrontation with grace and de-escalate tense social situationsYou know how to get stuff done. You prioritize ruthlessly, you have a bias for action, and you’re not afraid to go outside your comfort zone to get the desired result.You’re not afraid to push for the right outcome for the customers. You’re not afraid to voice an opposing opinion in a room full of people who disagree with you.Nice to Have:Experience in healthcare, data privacy, or compliance-heavy environments where security and reliability are critical.Familiarity with HubSpot, Zendesk, or other support tools to drive automation and reporting improvements.Experience leading a global or distributed support team in a high-growth environment.Familiarity with analytics tools or data warehouses (e.g., Looker, Tableau, Snowflake).Experience with tag management systems like Google Tag ManagerPerks & BenefitsWe take care of our team—here’s a peek at what you get when you join:Competitive pay + generous equity (10-year exercise window)Fully remote (U.S. only) with a $150/month coworking stipendHalf-day Fridays, every FridayUnlimited PTO—with a required 2-week minimumTop-tier health, dental & vision (100% covered for you, 80% for dependents)2 “Treat Yourself” days a year—$100 and a day off, just becauseGenerous parental leaveEpic offsites twice a year (past trips: Greece, Jackson Hole, Cabo, wine country + more)And more—check out our careers page for the full list.

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