Senior Manager, Technical Support Engineer

About the role

Motive is seeking an experienced Senior Manager of Technical Support Engineering to lead a significant portion of its Tier 2/Tier 3 Technical Support organization within Global Support. The role combines hands‑on execution during critical customer moments with strategic oversight of org design, processes, and cross‑functional partnerships.

Key responsibilities

• Own performance, staffing strategy, and organizational health across multiple support pods or business segments.
• Lead and develop managers and senior individual contributors, building leadership capability and succession depth.
• Set operating cadence through goal‑setting, business reviews, inspection mechanisms, and action plans.
• Drive workforce planning in partnership with Workforce Management, Recruiting, and Finance.
• Partner with Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management to represent Technical Support in high‑visibility forums.
• Ensure delivery against SLAs and KPIs such as CSAT, FCR, backlog health, and escalation quality.

Required profile

• Proven experience leading large technical support or engineering teams.
• Strong ability to balance tactical execution with strategic planning.
• Excellent stakeholder management across product, engineering, and customer‑facing functions.
• Track record of improving support metrics and building scalable processes.

Required skills