Technical Support Engineering Manager

Accountabilities:

• Lead, coach, and develop a team of Technical Support Engineers, establishing high standards for technical depth, responsiveness, ownership, and customer impact.
• Mentor team members on log analysis, configuration issues, sensor and integration debugging, technical troubleshooting, and clear communication with non-technical customers.
• Build a culture of urgency and accountability, ensuring complex escalations are driven efficiently and thoughtfully through resolution.
• Own team SLA performance and continuously improve the speed and quality of the customer support experience.
• Develop the roadmap for AI-assisted support tooling, including evaluating and improving agentic triage solutions and internal debugging copilots.
• Assess build-versus-buy opportunities as support technology and automation capabilities evolve.
• Design repeatable triage processes, technical standards, and playbooks tailored to different customer segments and products.
• Identify workflow friction, inefficiencies, and recurring issues, then implement process and tooling improvements.
• Partner with Engineering to define how technical escalations are routed, tracked, investigated, and resolved.
• Represent customer needs in Engineering and Product discussions, helping teams understand the support implications of technical decisions.
• Collaborate with Customer Success and onboarding teams to create effective handoffs and a consistent customer experience throughout the customer lifecycle.
• Lead teams through high-impact incidents and customer escalations, using lessons learned to strengthen processes and prevent recurrence.
• Help establish clear priorities and practical tradeoffs when multiple teams or initiatives compete for resources.

Requirements

• 2–3 years of people management experience in technical support, support engineering, field engineering, or a closely related technical function.
• Strong technical troubleshooting skills, including the ability to read logs, investigate integration failures, diagnose configuration issues, and build credibility with engineering teams.
• Demonstrated ability to build trust with customer stakeholders, including clinicians, operations leaders, IT teams, and other technical or non-technical users.
• Experience handling difficult customer situations involving downtime, data issues, billing, or other high-impact technical problems.
• Experience deploying, evaluating, or managing AI-based tooling in a support or operations environment, such as agentic triage or LLM-based debugging assistants, is strongly preferred.
• Experience supporting sensor-based hardware or other highly technical or regulated products is an advantage.
• Familiarity with Intercom is a plus.
• Proven experience leading teams through high-stakes incidents or major customer-impacting escalations and turning those experiences into improved processes.
• Strong cross-functional collaboration skills, with the ability to advocate for customers while working effectively with Engineering and Product.
• Clear, direct, and effective communication skills across both customer-facing and internal environments.
• Comfortable operating as a player-coach who can balance people leadership with hands-on technical involvement.
• Strong ownership, problem-solving ability, responsiveness, and willingness to work through ambiguous or evolving challenges.

Benefits

• Competitive compensation and equity opportunities.
• Remote work flexibility with opportunities for in-person collaboration and team connection.
• 401(k) retirement plan with employer matching.
• Medical, dental, and vision coverage, with 99% of employee premiums and 75% of dependent premiums covered according to the source.
• Life and AD&D insurance.
• 8 weeks of paid parental leave.
• Optional HSA with employer contribution.
• Flexible time off and company-paid holidays.
• Annual learning and development stipend.
• Opportunity to build a technical support function and establish processes, standards, and AI-enabled tooling from the ground up.
• Hands-on exposure to AI-powered healthcare technology, technical integrations, support operations, and complex customer environments.
• Leadership opportunity spanning technical support, customer experience, engineering collaboration, and operational improvement.