Specialty
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The role
The company is hiring a Manager of Assigned Support Engineering for EMEA. You will lead engineers who give relationship-based technical support to the company's largest enterprise customers, handle escalations and help bring at-risk accounts back to health.
What you will do
- Hire, coach and develop Assigned Support Engineers with regular 1:1s and direct feedback
- Set goals and track onboarding, customer relationships, escalations and KPIs
- Lead customer escalations end to end with Engineering, Product, Sales and Customer Success
- Work with account teams on recovery plans for at-risk customers, including renewal risk
- Help engineers present outcomes and ROI to customers and executives
- Improve the program and share utilization data for capacity and headcount planning
What they ask for
- 5+ years in technical support, including at least 2 years managing customer-facing technical teams
- Experience with high-touch or assigned support for enterprise customers
- Record of handling escalations with customers and internal teams
- Ability to turn complex situations into clear written summaries tied to measurable outcomes
- Willingness to be available outside standard hours, including weekends, for critical escalations
- Technical grounding in Linux administration and web application development; Git or the company familiarity helps
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