Manager, Technical Support Engineering (SaaS)

TL;DR

Manager, Technical Support Engineering (SaaS): Leading and scaling a high-performing team of support engineers to deliver world-class technical assistance for an intelligent workflow platform with an accent on process optimization, automation, and cross-functional collaboration. Focus on driving team performance, mentoring talent, and enhancing the customer experience through data-driven strategies and technical excellence.

Location: Must be based in EST or CST time zones in the U.S.

Salary: $130,000–$145,000

Company

Tines is an intelligent workflow platform that integrates AI and automation to help security, IT, and engineering teams streamline complex business processes.

What you will do

• Lead, mentor, and coach a team of high-performing Technical Support Engineers.
• Implement process improvements and automation to enhance support efficiency and case resolution.
• Collaborate with Product, Engineering, and Customer Success teams to resolve complex issues and provide product feedback.
• Develop and track key support metrics to measure team effectiveness and identify trends.
• Manage hiring, onboarding, and enablement for new team members.
• Drive retention and maintain a positive, customer-first culture within the support organization.

Requirements

• Must be authorized to work in the U.S. (no visa sponsorship available).
• Must be based in EST or CST time zones.
• 5+ years of experience in technical support for enterprise software.
• 2+ years of people management or team leadership experience.
• Deep understanding of REST APIs, scripting, and containers.
• Experience supporting U.S. Federal or Public Sector organizations.

Nice to have

• Familiarity with security automation or IT workflows.
• Proven experience leveraging AI to increase productivity or service offerings.

Culture & Benefits

• Commitment to values of Simplicity, Speed, and Soundness.
• Focus on individual curiosity, growth, and professional integrity.
• Collaborative environment partnering with diverse global teams.
• Equal opportunity employer dedicated to fostering an inclusive culture.