Senior Manager, Support Engineering

Federato is on a mission to defend the right to efficient, equitable insurance for all. We enable insurers to provide affordable coverage to people and organizations facing the issues of today - the climate crisis, cyber-attacks, social inflation, etc. Our vision is understood and well funded by those behind Salesforce, Veeva, Zoom, Box, etc.

Federato’s AI/ML-driven platform leverages deep reinforcement learning to help insurance companies optimize the portfolio of risks they insure, allowing them to continue to provide fair and equitable pricing in difficult-to-price areas. Our category-defining ‘RiskOps’ solution drives better underwriting decisions by operationalizing underutilized data investments and surfacing real-time risk and portfolio insights. We focus on putting insurance underwriters back in the driver’s seat, helping them meet their goals while providing an important service to society.

Role Overview

Federato is hiring a founding hands-on Sr. Manager of Technical Support to architect and scale our support function from the ground up. This role is ideal for a seasoned support leader who’s built systems, processes, and teams in fast-paced SaaS environments — and is ready to do it again, smarter and better.

You’ll operate as the company’s subject matter expert on support operations, bringing process design, technical fluency, and leadership to a function that has not previously existed. While reporting into the Customer Success org, you’ll provide independent thought leadership, with minimal existing infrastructure to inherit and a high degree of autonomy. You will be tightly aligned with the Customer Success and Engineering organizations, especially collaborating with Forward Deployed Engineering on customer configuration needs and Product Engineering in surfacing and resolving root causes.  

This is not a maintain-and-optimize job — it’s a design-and-build mandate, with executive visibility and impact across every customer touchpoint.

What You'll Be Doing:

Design & Build the Support Function

• Architect Federato’s technical support strategy: tooling, triage, SLA models, escalation processes, and support metrics of success
• Implement and configure support systems (e.g., Zendesk, Jira) from scratch
• Build foundational internal/external documentation, knowledge base, and self-service content
• Define clear workflows between Support, Customer Success, Engineering, and Product for ticket escalation and resolution and tracking 
• Create reporting and visibility for the CS, FDE and leadership teams on customer support function and health trends 

Build and Lead a High-Caliber Team

• Get hands-on yourself to deeply understand the efforts involved and skillsets needed for successful support function at Federato
• Hire, develop, and manage an initial team of ~4 dedicated Support Engineers
• Establish a culture of excellence, proactivity and responsiveness with high standards for communication and resolution
• Establish and ensure the Support Team understands how their work contributes directly to Federato’s mission and ties to KPIs and company objectives 
• Define onboarding, training, and QA programs to build internal expertise and scale responsibly
• Effectively manage this team in accordance with Federato’s performance philosophy, leveraging data, feedback, performance syncs and development / internal mobility processes
• Serve as the primary escalation point during early phases; evolve into full team leadership as the team matures
• Own customer communication and oversight during escalation, as it relates to resolution time, impactful issue or product deficiency.

Drive Operational Alignment

• Run postmortems and RCAs for incidents — documenting root causes and proposing systemic improvements
• Analyze support ticket data to inform product prioritization and internal process tuning
• Serve as the voice of the customer internally, identifying patterns and proactively resolving friction as it relates to support 
• Design a post-implementation support experience that matches the expectations of enterprise clients

Who We Hope You Are:

• 6–8+ years in technical support in enterprise Saas or similar roles
• 3–4+ years of leadership experience building support teams, processes, and systems from early stage onward
• Demonstrated success standing up or transforming a support function in a scaling environment
• Exceptional communicator — clear, calm, and credible with technical and executive audiences alike
• Familiar