Specialty
The role
Motive, a fleet and physical-operations platform, is hiring a Manager of Technical Support Engineering to lead part of its Tier 2/Tier 3 support organization inside Global Support. The role manages managers and senior engineers across several customer segments.
What you will do
- Own performance, staffing and organizational health across multiple support pods against SLA and CSAT targets
- Lead and develop managers and senior individual contributors
- Plan workforce capacity with Workforce Management, Recruiting and Finance
- Act as senior escalation leader for critical customer issues and P0/P1 incidents
- Build playbooks, escalation frameworks and quality standards, and manage queue and backlog health
- Report on results to directors and VPs and work with Product and Engineering on issues found in escalations
What they ask for
- 6+ years leading technical teams in fast-paced, high-volume support organizations
- Technical degree in Computer Science or Engineering preferred, or equivalent experience
- Experience managing managers and senior individual contributors
- Experience with support metrics such as CSAT, SLA, FCR and backlog health
- Familiarity with reporting tools such as Salesforce and Tableau
- Ability to work across Product, Engineering, Sales and Customer Success
This is our own short reading of the posting. The full description, and anything that has changed since, is on Motive's careers page behind the apply button.
