Manager of Technical Support Engineering, HackerRank

• This role requires a hands-on, battle-tested leader who excels in complex and ambiguous situations, drives accountability, and motivates teams, within and beyond support, to raise the bar through automation, AI, and operational excellence
• A seasoned support leader with 4+ years of experience, including 2+ years directly managing technical support or solutions engineering teams in a SaaS environment
• A bold operator with strong operational rigor who thrives in complex, high-stakes environments and raises the bar across teams
• An assertive communicator who cuts through ambiguity, influences decisively, and drives accountability across functions
• Hands-on and deeply technical; able to personally debug customer issues involving APIs, authentication, integrations, logs, and production systems
• You set a high bar for execution and transform support teams into disciplined, high-performing engines of progress
• Proven people manager who has hired, coached, and managed performance for a team of technical support or solutions engineers, including addressing underperformance
• You are comfortable pushing Product and Engineering teams with data and customer impact when quality or reliability falls short

Desirable

• As a support manager, you’ll lead a team that tackles complex integrations, resolves challenging issues, and delivers an exceptional customer experience
• Lead and develop a team of Technical Support Engineers based in AMER
• Partner with Product, Engineering, and GTM to resolve systemic issues and drive automation that improves the customer experience
• Design and own support operating mechanisms (e.g., SLOs, escalation paths, metrics) that prevent repeat issues and reduce manual toil
• Lead from the front by personally handling complex L2/L3 support cases and customer escalations, while setting the technical and quality bar for the team
• Design and own automation or AI-driven workflows that reduce manual support effort or repeat escalations