About the job Customer Support Engineering Manager
About Job
As the Customer Support Engineering Manager, you will lead the technical support function responsible for maintaining service reliability and ensuring high-quality resolution of complex customer and operational issues.
You will oversee the L2 technical support team, drive improvements in incident response processes, and collaborate closely with engineering, product, and operations teams to improve system stability and support scalability.
A key part of this role is leading support automation initiatives, including the development of chatbot workflows, automated triaging, and operational tooling to reduce manual workload and improve response times.
Unlike the L2 team, this role operates during standard office hours, focusing on operational oversight, process optimization, and cross-team coordination.
Key Responsibilities:
Lead and manage the Customer Support Engineering (L2) team
Ensure high-quality resolution of escalated technical support issues
Oversee incident management processes and ensure effective coordination during production incidents
Drive SLA performance, support quality, and operational reliability
Coach and mentor support engineers in debugging, investigation techniques, and incident handling
Conduct regular performance reviews and support career development
Incident Management & Operational Stability
Own the incident management framework and ensure proper escalation to engineering teams
Review major incidents and lead post-incident reviews (RCA / PIR)
Identify systemic issues and drive preventive improvements
Ensure operational runbooks and SOPs remain up to date and actionable
Collaborate with engineering teams to reduce recurring incidents
Support Automation & Chatbot Workflow
Lead initiatives to automate support workflows and operational processes
Design and implement chatbot-based support flows for common customer and operational issues
Work with product and engineering teams to integrate support automation with internal systems
Improve ticket triaging through automation, routing logic, and intelligent workflows
Identify opportunities to reduce manual workload through tooling and process improvements
Cross-Team Collaboration
Act as the primary bridge between Support, Product, Engineering, and Operations
Translate recurring support issues into actionable product or engineering improvements
Provide insights from support data to influence product roadmap and reliability improvements
Coordinate large-scale issue communication with internal stakeholders
Support Analytics & Continuous Improvement
- Monitor support performance metrics such as:
SLA compliance
Incident frequency
Ticket volume trends
Escalation rates
Use data to drive improvements in support operations and automation initiatives
Establish reporting frameworks for leadership visibility
Requirements:
5+ years of experience in technical support, production operations, or reliability-focused roles
2+ years of experience leading or mentoring technical teams
Strong experience with incident management and production debugging
Proficiency in SQL for investigation and data validation
Experience working with ticketing platforms such as Zendesk, Jira, or similar
Experience implementing or managing support automation or chatbot workflows
Strong communication skills with both technical and non-technical stakeholders
Ability to translate operational issues into scalable solutions
Nice To Have
Experience working in fintech, payments, or high-volume transaction platforms
Familiarity with support automation tools, chatbot platforms, or workflow automation systems
Experience collaborating with backend engineering and product teams on reliability improvements
Experience with monitoring and observability tools (Datadog, Grafana, New Relic, etc.)
Familiarity with cloud infrastructure (AWS / GCP)