Manager, Solutions Support Engineering - East

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Solutions Support Engineering - East based in the United States.

This is a leadership opportunity for an experienced technical support professional to manage and scale a high-performing engineering support team in a fast-growing cloud security environment. In this role, you will combine people leadership, technical expertise, and AI-driven innovation to improve customer support experiences and operational efficiency. You will guide engineers through complex technical challenges involving cloud infrastructure, security, networking, and automation while acting as a strategic escalation point. Working with cross-functional teams, you will help build scalable support solutions, enhance processes, and empower customers to securely adopt advanced technologies.

• Lead, manage, coach, and mentor a team of Technical Support Engineers responsible for delivering exceptional customer support experiences.
• Own team performance, accountability, development plans, onboarding processes, and continuous improvement initiatives in partnership with leadership.
• Serve as the technical escalation owner for complex customer issues, providing guidance on debugging, troubleshooting, networking, system administration, and cloud environments.
• Drive initiatives that improve support productivity, operational processes, automation capabilities, and customer satisfaction.
• Develop AI-powered solutions and automation workflows to scale support operations, improve efficiency, and enhance internal capabilities.
• Collaborate with engineering, product, customer success, and other internal teams to resolve high-priority customer issues and communicate critical feedback.
• Identify and manage technical escalations, incident requests, and product improvement opportunities while ensuring timely resolution.
• Create and maintain technical documentation, knowledge base resources, and support materials for internal teams and customers.
• Advocate for customers by understanding their technical environments, business impact, and success requirements.

Requirements

• 1+ years of experience managing external technical support teams within a SaaS environment, with demonstrated success as a hands-on technical escalation leader.
• 5+ years of hands-on experience deploying, managing, and troubleshooting cloud infrastructure across platforms such as AWS, Azure, or Google Cloud.
• Proven experience using AI tools, writing scripts, or building automation solutions to improve operational workflows and support processes.
• Strong knowledge of Kubernetes, containerized environments, virtualization technologies, and cloud-native architectures.
• Experience with security practices, hybrid-cloud identity management, monitoring solutions, logging pipelines, and enterprise infrastructure.
• Strong leadership, communication, coaching, and problem-solving skills with the ability to collaborate across technical and business teams.
• Ability to manage complex customer situations, prioritize competing demands, and drive successful outcomes in a fast-paced environment.
• Must meet U.S. person requirements under applicable export regulations and reside in the contiguous United States.
• Must have legal authorization to work in the United States without current or future visa sponsorship.

Benefits

• Competitive base salary range of $144,000 to $198,000 USD, depending on location, experience, skills, and qualifications.
• Additional compensation opportunities including bonus and equity.
• Comprehensive benefits package including healthcare coverage.
• Opportunities to work with advanced cloud security and AI-powered technologies.
• Career growth opportunities within a rapidly expanding technology environment.
• Collaborative culture focused on innovation, ownership, and technical excellence.
• Opportunity to lead global-scale initiatives protecting critical cloud infrastructure.
• Professional development and continuous learning opportunities.