Manager, Senior Support Engineering

Skills

About the Role

You will build and lead a team of senior support engineers who solve complex technical issues, serving as the final escalation point before Engineering. You will drive incident management processes, customer workload monitoring and 24x7 coverage, and collaborate with Product, Engineering and Go-To-Market teams. The role uses a hybrid model in Dublin.

Requirements

• 10+ years in technical support engineering, software engineering, or site reliability engineering
• 5+ years managing engineers or leading complex technical projects
• Deep technical experience in application development or infrastructure
• Proven ability to influence engineering and product roadmaps
• Automation-first approach with track record of scalable tooling
• Experience building trust with strategic accounts

Responsibilities

• Build and lead a team of Senior Support Engineers
• Own continuous improvement of incident management processes, tooling, and automation
• Lead workload health monitoring and alerting programs for key enterprise customers with 24x7 coverage
• Guide the team in designing automation and internal tools with an AI-first mindset
• Collaborate with Engineering, Product, and GTM to escalate, resolve, and prevent technical issues
• Represent Support Engineering in customer conversations and internal forums
• Contribute to hiring plans and global shift coverage
• Contribute to Support leadership strategy, operations, and culture

Benefits

• Relocation assistance