Engineering Support Manager

Job Summary

A company is looking for an Engineering Support Manager to lead their support engineering team and enhance client service through effective ticket resolution and support strategies.

Key Responsibilities

• Drive improvement in ticket resolution times and client satisfaction metrics
• Ensure consistent achievement of ticket SLAs across all priority levels
• Lead, mentor, and develop the support engineering team

Required Qualifications

• 5+ years of experience in technical support or engineering roles, with at least 2 years in a leadership position
• Strong understanding of SLA management, ticket systems, and support metrics
• Experience with banking/financial services or B2B SaaS environments preferred
• Technical background with understanding of software development and troubleshooting methodologies
• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience