Technical Support Engineering Manager

About the Company

Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense.

Responsibilities

• Lead, mentor, and grow a team of Technical Support Engineers through coaching, feedback, and career development
• Serve as the escalation point for complex or urgent customer issues, collaborating with engineering to drive resolution
• Set and monitor team goals, metrics, and processes to ensure consistent, high-quality support
• Partner with Product and Engineering to advocate for customer needs and influence roadmap priorities
• Drive operational excellence by improving workflows, building automations, and streamlining tooling
• Champion documentation and knowledge sharing to empower both customers and teammates

Requirements

• Prior experience as a Technical Support Engineer or in a hands-on technical support role
• Proven track record managing or leading a technical support team in a SaaS or developer-focused company
• Strong debugging and problem-solving skills with a deep understanding of software development workflows
• Familiarity with IDEs, LLMs, and AI-powered developer tools
• Excellent communication skills with the ability to coach teams and engage with senior external stakeholders
• Self-starter with curiosity, creativity, and a bias for action