Manager of Technical Support, Lattice
$115-144k
+ Incentive stock options
Employee success platform
Be an early applicant
Employee success platform
501-1000 employees
Be an early applicant
$115-144k
+ Incentive stock options
501-1000 employees
Company mission
To build cultures where employees and their companies thrive.
Role
Who you are
- This role is ideal for a leader who enjoys developing experienced ICs and working alongside other Care and TSE managers to deliver a consistent, exceptional customer experience
- You have experience managing senior-level or staff-level technical support, solutions engineering, or similarly technical ICs
- You bring strong people leadership and coaching skills, and you’re passionate about developing experienced professionals
- You have a proven ability to set direction, own outcomes, and deliver results through a team
- You’re comfortable navigating ambiguity, trade-offs, and change in a fast-paced environment
- You communicate clearly and effectively across written, verbal, and group settings
- You demonstrate strong customer empathy and have experience de-escalating complex or high-impact customer issues
- You have experience working with tools such as Zendesk, Jira, and Salesforce (or equivalent)
- You bring a technical background or deep technical fluency (strongly prefer someone with fluency with using SQL, nice-to-have: Typescript)
- You’ve built or led advanced or premium support functions (a plus)
- You enjoy partnering cross-functionally and working collaboratively with other managers to drive shared outcomes
What the job involves
- The Manager of Technical Support is a people-focused, technically fluent leader responsible for guiding and amplifying the impact of Lattice’s Technical Support Engineering (TSE) team within the Customer Care team. The Customer Care team partners closely with our customers and internal teams to deliver thoughtful, high-quality support across complex and high-impact scenarios
- In this role, you’ll lead experienced Technical Support Engineers who operate at the highest level of technical depth, customer complexity, and cross-functional influence
- You’ll drive impact by setting clear direction, coaching for growth, and ensuring strong execution across escalations, incident response, and product-facing feedback loops
- Lead and develop a high-performing, inclusive team of Technical Support Engineers, providing hands-on support when needed across live chat, email, and escalations
- Coach and support the team through complex technical, customer, and cross-functional challenges
- Own team outcomes, including service quality, customer experience, and delivery on key initiatives
- Set clear priorities and direction by translating company and departmental strategy into team goals
- Partner closely with Customer Care and Technical Support Engineering leaders to align on support motions and escalation paths
- Own technical support incident response, ensuring effective coordination, communication, and resolution
- Drive continuous improvement across support processes, tooling, and advanced technical domains (e.g., HRIS, integrations, APIs), while acting as a customer advocate with cross-functional partners
- Within your first 90 days, you’ll build strong relationships with your team and cross-functional partners, gain a deep understanding of Lattice’s product, technical stack, and support ecosystem, and work alongside the team to learn workflows by actively participating in ticket handling and escalations, while beginning to influence team priorities and execution
- Within your first year, you’ll have established a high-performing, engaged team, driven measurable improvements in support quality and incident response, and become a trusted partner across the company, including Customer, Product, and Engineering
Our take
Modern HR departments face many challenges, such as maintaining employee engagement, often across a distributed workforce. Lattice’s people success platform solves this problem.
Lattice enables companies to launch effective performance review cycles, implement OKRs and facilitate manager meetings, all of which are proven to drive engagement and productivity. Lattice’s solutions are now trusted by over 5,000 business leaders, including executives at Reddit, Slack and Cruise. And the company is now valued at over $3B, which is testament to industry confidence in its product.
Recently, the company has launched a London office, which will accelerate its international expansion, aided by some serious funding. Scaling in this way will be an instrumental part of their future success, allowing the company to compete with rival HR software providers, and become central to carving out the new world of work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
109% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2022
$175m
SERIES F
Mar 2021
$60m
SERIES E
Total funding: $329.4m
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Sarah Franklin
(CEO)Prior to joining Lattice in 2024, Sarah spent 16 years at Salesforce, while there she held various roles, including President & CMO. She also worked at Amazon Web Services as the Head of Database Product Marketing.
Gabe Cortes
(CFO)Prior to joining lattice in 2023, Gabe served as the CFO of Included Health for 6 years. He also spent 3 years at Workday as VP of Finance and Senior VP of Global Field Operations.
Cheryl Sanclemente
(CMCO)Cheryl joined Lattice in 2024 as a Chief Communications Officer, moving into the role of Chief Marketing and Communications Officer in 2025. Previously, she spent 8 years at Salesforce, holding various roles while there, including Senior Director of Corproate PR and VP of Public Relations.
Amy Christensen
(CRO)Prior to joining Lattice in 2025, Amy was GM of americas/Head of Revenue at Asana. She also spent nearly 10 years at LinkedIn, holding various roles including Senior Director of LinkedIn Talent Solutions.
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