Senior Manager, Technical Support Engineering

About the role

Motive is seeking an experienced Senior Manager to lead a significant portion of its Tier 2/Tier 3 Technical Support organization within Global Support. You will be responsible for performance, operating rhythm, org design, and execution across multiple customer segments while building the systems, leaders, and cross‑functional partnerships needed to scale.

Key responsibilities

• Own performance, staffing strategy, and organizational health across multiple support pods, ensuring coverage models meet SLAs and KPIs.
• 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, including headcount, shift coverage, and capacity modeling.
• Partner with Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management to represent Technical Support in high‑visibility forums.
• Ensure high‑quality performance management, coaching, career development, and retention for Technical Support Engineers and Technical Account Managers.

Required profile

• Proven experience leading Tier 2/Tier 3 technical support teams in a SaaS or technology‑focused environment.
• Strong track record of driving CSAT, SLA, FCR, backlog health, and escalation quality.
• Ability to operate both tactically during critical customer moments and strategically to shape org structure and processes.
• Excellent cross‑functional partnership skills with Product, Engineering, Sales, and Customer Success.

Required skills