Manager, Customer Support Engineering

About This Opportunity

Our talent team is representing a confidential SaaS organization in their search for a Manager, Customer Support Engineering based in the APAC region (Australia). This is a leadership role focused on building and guiding a technical support team that serves enterprise customers working with modern data platforms.

You'll lead a team of Customer Solutions Engineers who provide technical support and drive product adoption. This role combines people management, technical problem-solving, and cross-functional collaboration to ensure customers receive exceptional support throughout their journey.

Responsibilities

• Lead and develop a team of Customer Solutions Engineers across the APJ regions, ensuring high-quality technical support for enterprise customers
• Strategize and implement support processes to enhance operations and facilitate efficient issue resolution
• Foster a culture of continuous learning and professional growth within your team
• Collaborate with cross-functional teams to enhance customer satisfaction and drive product adoption
• Monitor and analyze team performance, providing regular feedback and coaching to improve efficiency and effectiveness
• Advocate for customers within the organization, ensuring their needs and feedback influence product development
• Provide hands-on support and guidance to both customers and team members

What We're Looking For

Required qualifications:

• Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment
• Proven track record of building and leading high-performing technical support or engineering teams
• Exceptional problem-solving skills with capacity to handle complex technical issues and provide effective solutions
• Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances within a global team
• Strong project and program management abilities with keen organizational and prioritization skills

Preferred qualifications:

• Experience with analytics engineering tools and processes
• Familiarity with SQL, including the ability to read, interpret, and write queries
• Background collaborating with engineering and product teams to build scalable solutions for bug triage, product feedback, and communicating customer insights

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your profile and conduct an initial screening. If there's a strong match, we'll submit your candidacy to our client for consideration. Please do not contact the client directly—we manage all communications to ensure a professional and coordinated process.

Pay

Compensation details will be discussed during the screening process and vary based on experience and location within the APAC region.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome candidates from all backgrounds and will work with you to provide reasonable accommodations during the interview process as needed.