Support Engineering Manager, Freshpaint

• Proven Experience in Support Engineering Management – 3+ years of experience leading technical support or customer-facing engineering teams in a SaaS environment
• Technical Acumen & Troubleshooting Expertise – Strong ability to understand complex technical issues, support debugging efforts, and guide engineers on customer problems
• Customer-First Mindset – Demonstrated ability to balance technical priorities with customer impact, ensuring seamless post-sales support
• Operational & Process Improvement – Experience in implementing processes that enhance support operations, such as automation, ticketing efficiency, and knowledge base expansion
• Cross-Functional Collaboration – Ability to work with Engineering, Product, and Customer Success teams to escalate, resolve, and prevent recurring issues

Desirable

• The Support Engineering Manager will lead and scale Freshpaint’s frontline Support Engineering team, ensuring high-quality, customer-centric technical support while driving operational improvements
• This role is critical in increasing support efficiency, reducing resolution time, and building a scalable support function that enhances customer satisfaction and retention
• By fostering collaboration between Support Engineering, Product, and Customer Success teams, this leader will ensure a seamless post-sales experience, contributing to Freshpaint’s long-term customer trust and growth
• Improve Support Efficiency & Ticket Resolution Time – Reduce average ticket resolution time by X% within the first 6 months through optimized processes and better tooling
• Enhance Product Reliability & Customer Trust – Implement structured incident response and escalation processes to ensure faster resolution of critical customer issues
• Scale & Develop the Support Engineering Team – Hire, onboard, and coach a high-performing team that aligns with Freshpaint’s values and goals
• Drive Proactive Support & Self-Service Capabilities – Build a more robust knowledge base and implement automation strategies to reduce ticket volume
• Strengthen Engineering Collaboration – Improve the relationship between Support Engineering and Product/Engineering teams to ensure better customer advocacy and feedback loops
• Lead and manage a team of Support Engineers, providing mentorship, training, and performance management
• Own and optimize support operations, driving improvements in efficiency, response time, and customer satisfaction
• Partner with Product and Engineering teams to ensure rapid response to critical customer issues and drive long-term reliability improvements
• Establish and enforce SLAs, escalation processes, and monitoring frameworks to maintain a high level of support quality
• Drive automation and tooling enhancements to improve troubleshooting capabilities and reduce repetitive tasks
• Collaborate with Customer Success to ensure a seamless post-sales support experience, helping customers maximize value from Freshpaint
• Develop reporting and analytics to measure and continuously improve the effectiveness of the support team
• Serve as a voice of the customer, identifying recurring issues and advocating for product improvements

• If you apply online, you will hear back if you're a fit within a week or two. You will not hear back if you're not a fit (or the position gets filled before we have a chance to chat). We look at everything, we promise