Manager, Technical Support Engineering - East

Location: Remote in North America; must be based in EST or CST and authorized to work for any employer in the U.S.

Target annual compensation: $130,000–$145,000 USD

Company

Tines provides an intelligent workflow automation platform integrating AI and API-enabled services for security, IT, engineering, finance, and other teams.

What you will do

• Lead, mentor, coach, and develop a team of Technical Support Engineers.
• Oversee high-quality technical support, complex issue resolution, and customer success.
• Identify and implement process improvements and automation to increase support efficiency.
• Collaborate with Customer Success, Education, Product, and Engineering on technical issues and product feedback.
• Develop support metrics covering response times, customer satisfaction, and case deflection.
• Own hiring, onboarding, enablement, retention, documentation, training, and Federal and Enterprise support offerings.

Requirements

• 5+ years of technical support experience for enterprise software solutions.
• 2+ years of people management or team leadership experience on a technical support engineering team.
• Excellent troubleshooting, problem-solving, collaboration, and communication skills.
• Experience with REST APIs, scripting, and containers.
• Ability to analyze support trends and improve customer and engineer experiences.
• U.S. work authorization is required; visa sponsorship is not available.

Nice to have

• Familiarity with security automation, IT workflows, or related domains.
• Examples of using AI to increase productivity or enhance service offerings.
• Experience supporting U.S. Federal or Public Sector organizations.

Culture & Benefits

• Remote work aligned with EST or CST working hours.
• Focus on technical excellence, continuous learning, customer success, and operational efficiency.
• Opportunity to influence product development and build a growing technical support function.
• Values centered on Simplicity, Speed, and Soundness.