Manager, Solutions Support Engineering - East in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Solutions Support Engineering - East in United States.

This role sits at the intersection of technical leadership, customer support excellence, and cloud security innovation. You will lead a team of highly skilled Technical Support Engineers responsible for delivering world-class technical assistance to enterprise customers. The position requires strong hands-on technical expertise combined with people management capabilities to drive performance and growth. You will oversee escalations, ensure operational excellence, and improve support processes at scale. A key part of the role involves building automation and leveraging AI tools to enhance efficiency and support delivery. You will collaborate closely with engineering, product, and customer success teams to resolve complex issues and improve customer outcomes. This is a high-impact leadership role in a fast-paced, global environment where innovation and customer trust are critical.

Manage, mentor, and develop a team of Technical Support Engineers while ensuring high-quality technical support delivery across cloud security products.

• Oversee team performance, conduct reviews, support employee development, and handle escalation or performance-related matters.
• Lead onboarding and continuous training programs to ensure strong technical capability across the team.
• Drive operational improvements, process optimization, and productivity-enhancing initiatives.
• Act as escalation point for complex customer issues and coordinate resolution with engineering and product teams.
• Design and implement scalable support solutions, including automation and AI-enabled tools.
• Collaborate with Customer Success teams to ensure timely resolution of customer-impacting technical issues.
• Contribute to knowledge base development through technical documentation and internal/external articles.
• Advocate for customers by understanding technical environments, business impact, and urgency of issues.

Requirements:
The ideal candidate brings a strong blend of technical expertise, leadership experience, and AI-driven problem-solving capabilities.

• 5+ years of hands-on experience in technical support, system administration, or customer-facing engineering roles.
• 1+ years of experience managing or leading external technical support teams.
• Strong experience with cloud platforms such as AWS, Azure, or GCP.
• Solid understanding of Kubernetes, virtualization, hybrid cloud environments, identity systems, and cloud security concepts.
• Experience leveraging AI technologies to build tools, scripts, or workflows that improve operational efficiency.
• Strong troubleshooting skills across networking, infrastructure, and distributed systems.
• Excellent communication, leadership, and stakeholder management abilities.
• Nice to have: experience in cloud security environments, familiarity with REST APIs or GraphQL, understanding of networking fundamentals, and relational databases.

Benefits:

• Competitive compensation package with potential incentive compensation
• Health, dental, and vision insurance coverage
• Home office setup reimbursement and monthly connectivity allowance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Short- and long-term disability insurance
• Life and accident insurance coverage
• 401(k) retirement plan with employer match
• Flexible paid time off plus 11 paid holidays
• Paid parental, medical, pregnancy, and bereavement leave programs
• Salary range: $144,000 – $198,000 USD annually (based on experience and location)