Manager, Technical Support Engineering

 

Manager, Technical Support Engineering - Remote or Hybrid

 

Nice to meet you!

 

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

 

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

 

About the job

 

We are seeking an experienced and proactive Technical Support Manager to lead a team of technical support engineers responsible for delivering high-quality technical assistance to customers.

 

As a Manager of Technical Support, you will manage the Systems and Performance Team of Platform Technologies department. In this role, you will oversee a group of skilled support engineers dedicated to delivering high-quality technical assistance to enterprise customers. You will be responsible for driving operational excellence, ensuring timely resolution of complex technical issues, and fostering a culture of collaboration, continuous improvement, and customer-first thinking. This position requires strong leadership to guide a team of technical support experts specializing in systems and performance and a passion for building a high-performing team of technical experts. You will play a critical role in fostering synergy through effective cross-team collaboration. 

 

 

As a Manager, Technical Support Engineering, you will:

• Oversee technical support operations for customers, ensuring service quality and continuous improvement.
• Monitor ServiceNow CSM and performance dashboards (KPIs, SLAs) to track response quality, identify trends, and implement enhancements.
• Act as an escalation point for complex or high-priority issues and coordinate timely resolution with cross-functional and global teams.
• Manage team workload, priorities, and staffing in alignment with product releases, implementation timelines, and business needs.
• Provide technical guidance, performance feedback, and career development opportunities; lead recruitment, onboarding, and training efforts.
• Collaborate with support teams in global and other departments including R&D to ensure consistent service and share best practices.
• Contribute customer insights to product lifecycle planning and influence product direction.
• Drive support strategy, process improvements, and special projects to enhance the customer experience.
• Ensure compliance with internal policies, service commitments, and customer expectations. 
• Ensure all applicable security policies and processes are followed to support the organization’s secure software development goals.

 

Required qualifications  

• Five years of experience in support, sales, consulting, or software research and development.

• Bachelor’s degree in computer science or related discipline.
• Excellent understanding of SAS Technical support processes and best practices, and thorough understanding of Sales, Customer Success, R&D and Cloud Team processes.
• Analytical mindset with ability to interpret data, draw insights, and make data-driven decisions.
• Strong business acumen and ability to align global support activities with broader Technical Support and SAS Company business objectives.
• Exceptional interpersonal and communication skills, with the ability to build strong relationships with clients, internal teams, and senior management.
• Ability to manage customer escalations and resolve complex issues effectively.
• Exhibits managerial leadership skills
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

 

Preferred Qualifications

• Two years of experience in management /leadership role
• Familiarity with SAS technologies and solutions.
• Familiarity of troubleshooting enterprise software applications

 

 

World-Class Benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include...
  • PPO with low annual deductible and copays.
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. Th