Senior Manager – Technical Support Engineering

About This Opportunity

We are representing a confidential AI technology organization seeking a Senior Manager - Technical Support Engineering in London. Our client is a rapidly scaling company serving over 200,000 business customers globally with sophisticated SaaS solutions. This is a high-impact leadership role where you'll build and shape the technical support engineering function from the ground up.

As the senior leader for technical support, you'll define what excellence looks like, develop specialist talent, and establish the strategic direction for how technical support operates as the organization scales. You'll work closely with Engineering, Product, and go-to-market teams to transform support insights into product improvements and stronger customer outcomes.

Responsibilities

• Set the strategic direction for the technical support craft, translating company goals into clear operational strategy including technical capability development, cross-functional collaboration, and consistent delivery standards
• Lead and develop technical support experts across multiple countries, mentoring them to strengthen technical judgment, troubleshooting depth, and execution quality
• Build specialist talent pathways by creating clear growth frameworks for technical support engineers, identifying where deeper product and platform expertise will drive the greatest impact
• Modernize the support operating model through specialization, workflow optimization, and thoughtful adoption of automation and AI to reduce operational friction
• Establish mature measurement frameworks that track quality, technical effectiveness, and customer outcomes beyond standard support metrics
• Partner with Engineering, Product, and GTM leadership to represent technical support in strategic planning and decision-making
• Drive product improvements by identifying patterns in complex customer pain points and translating them into actionable opportunities for Product and Engineering teams
• Lead teams through organizational growth and change, including product launches, new processes, and evolving ways of working

What We're Looking For

• Significant leadership experience managing Technical Support or Technical Support Engineering teams in high-growth B2B SaaS environments
• Deep understanding of technical support craft with proven ability to build specialist capability in troubleshooting, product knowledge, escalation management, and complex issue resolution
• Technical fluency in SaaS environments including hands-on depth with API integration debugging, enterprise identity and authentication (SAML, OAuth 2.0, OIDC, SCIM, RBAC), and common IdP platforms (Okta, Microsoft Entra ID, Google Workspace)
• Track record of modernizing support models through specialization, workflow optimization, and strategic adoption of automation and AI tools
• Experience with organizational design and talent development, including evolving team structures, developing technical specialists, and creating clear growth paths
• Proven ability to build trust and influence across Product, Engineering, Sales, Customer Success, and Operations at senior levels
• Strong operational excellence combining strategic thinking with hands-on problem-solving to improve workflows, escalations, root-cause analysis, and incident management
• Customer-first, outcome-driven mindset with ability to use support signals and product understanding to prioritize high-impact work

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and schedule an initial screening conversation. We'll discuss your leadership experience, technical depth, and approach to building support functions at scale. If there's a strong mutual fit, we'll submit your profile to our client for consideration. Please note that direct contact with the client outside of our process is not permitted.

Pay

Compensation details will be discussed during the screening process based on your experience level and our client's budget for this role.

Equal Opportunity

Get A Job.ai is committed to providing equal employment opportunities to all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic. We value diversity and welcome candidates from all backgrounds.