Taking applicationsTechnical Support·Posted 8d ago
Manager, Technical Support Engineering
MotiveVerified company
Pakistan - Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Pakistan
EnglishSenior level
About the role
A remote manager role leading Tier 2/Tier 3 technical support teams and managers, owning performance, escalations, workforce planning, and cross-functional support operations. It requires 6+ years leading technical support teams, including managing managers, with strong command of CSAT, SLA, and incident metrics.
What you'll do
- Lead Tier 2/Tier 3 technical support teams
- Own performance, staffing, and organizational health
- Develop managers and senior individual contributors
- Drive workforce planning with WFM, Recruiting, and Finance
- Serve as senior escalation leader for critical issues
- Build scalable SOPs, playbooks, and escalation frameworks
- Represent Support in cross-functional forums
- Own executive-level reporting and business reviews
What you'll need
- 6+ years leading technical teams in high-volume support
- Experience managing managers or leading through a management layer
- Hands-on technical support or operations IC experience
- Technical degree preferred or equivalent experience
- Experience handling complex escalations and incidents
- Strong command of support metrics and service operations
- Experience with Salesforce, Tableau, or similar reporting tools
- Excellent verbal and written communication
Skills
Technical support leadershipSupport metrics (CSAT, SLA, FCR)Escalation managementIncident responseWorkforce planningCross-functional collaborationSalesforce/Tableau reportingCoaching and performance management
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Applications close on 18 November.