Manager, Technical Support Engineering

About the role

Motive is seeking an experienced Manager of Technical Support Engineering to lead its Tier 2/Tier 3 support organization. You will own performance, staffing, and operational health across multiple teams and customer segments while building scalable processes and cross‑functional partnerships.

Key responsibilities

• Own performance, staffing strategy, and SLA/KPI delivery for multiple support pods.
• Lead and develop managers and senior individual contributors, creating leadership depth and clear accountability.
• Set operating cadence, drive workforce planning, and manage headcount, shift coverage, and capacity modeling.
• Serve as senior escalation leader for critical customer issues, major incidents, and strategic accounts.
• Build and evolve SOPs, playbooks, routing models, escalation frameworks, and quality standards.
• Partner with Product, Engineering, Sales, and Customer Success to translate support insights into actionable improvements.

Required profile

• 6+ years leading technical support teams, including experience managing managers.
• Hands‑on background as an individual contributor in technical support or operations.
• Proven ability to handle complex escalations, incidents, and executive‑level customer situations.
• Strong analytical skills with experience building reports in Salesforce, Tableau, or Google Sheets.
• Excellent verbal and written communication, capable of influencing senior stakeholders.

Required skills

• Salesforce (SFDC) reporting
• Tableau data visualization
• Google Sheets for analysis