About Job
As the
Customer Support Engineering Manager, you will lead the technical support function responsible for maintaining service reliability and ensuring high-quality resolution of complex customer and operational issues.
You will oversee the
L2 technical support team, drive improvements in incident response processes, and collaborate closely with engineering, product, and operations teams to improve system stability and support scalability.
A key part of this role is leading
support automation initiatives, including the development of
chatbot workflows, automated triaging, and operational tooling to reduce manual workload and improve response times.
Unlike the L2 team, this role operates during
standard office hours, focusing on operational oversight, process optimization, and cross-team coordination.
Key Responsibilities:
- Lead and manage the Customer Support Engineering (L2) team
- Ensure high-quality resolution of escalated technical support issues
- Oversee incident management processes and ensure effective coordination during production incidents
- Drive SLA performance, support quality, and operational reliability
- Coach and mentor support engineers in debugging, investigation techniques, and incident handling
- Conduct regular performance reviews and support career development
Incident Management & Operational Stability
- Own the incident management framework and ensure proper escalation to engineering teams
- Review major incidents and lead post-incident reviews (RCA / PIR)
- Identify systemic issues and drive preventive improvements
- Ensure operational runbooks and SOPs remain up to date and actionable
- Collaborate with engineering teams to reduce recurring incidents
Support Automation & Chatbot Workflow
- Lead initiatives to automate support workflows and operational processes
- Design and implement chatbot-based support flows for common customer and operational issues
- Work with product and engineering teams to integrate support automation with internal systems
- Improve ticket triaging through automation, routing logic, and intelligent workflows
- Identify opportunities to reduce manual workload through tooling and process improvements
Cross-Team Collaboration
- Act as the primary bridge between Support, Product, Engineering, and Operations
- Translate recurring support issues into actionable product or engineering improvements
- Provide insights from support data to influence product roadmap and reliability improvements
- Coordinate large-scale issue communication with internal stakeholders
Support Analytics & Continuous Improvement
- Monitor support performance metrics such as:
- SLA compliance
- Incident frequency
- Ticket volume trends
- Escalation rates
- Use data to drive improvements in support operations and automation initiatives
- Establish reporting frameworks for leadership visibility
Requirements:
- 5+ years of experience in technical support, production operations, or reliability-focused roles
- 2+ years of experience leading or mentoring technical teams
- Strong experience with incident management and production debugging
- Proficiency in SQL for investigation and data validation
- Experience working with ticketing platforms such as Zendesk, Jira, or similar
- Experience implementing or managing support automation or chatbot workflows
- Strong communication skills with both technical and non-technical stakeholders
- Ability to translate operational issues into scalable solutions
Nice To Have
- Experience working in fintech, payments, or high-volume transaction platforms
- Familiarity with support automation tools, chatbot platforms, or workflow automation systems
- Experience collaborating with backend engineering and product teams on reliability improvements
- Experience with monitoring and observability tools (Datadog, Grafana, New Relic, etc.)
- Familiarity with cloud infrastructure (AWS / GCP)
