Technical Support Engineering Manager

Accountabilities:: Lead, coach, and develop a team of Technical Support Engineers, establishing high standards for technical depth, responsiveness, ownership, and customer impact. Mentor team members on log analysis, configuration issues, sensor and integration debugging, technical troubleshooting, and clear communication with non-technical customers. Build a culture of urgency and accountability, ensuring complex escalations are driven efficiently and thoughtfully through resolution. Own team SLA performance and continuously improve the speed and quality of the customer support experience. Develop the roadmap for AI-assisted support tooling, including evaluating and improving agentic triage solutions and internal debugging copilots. Assess build-versus-buy opportunities as support technology and automation capabilities evolve. Design repeatable triage processes, technical standards, and playbooks tailored to different customer segments and products. Identify workflow friction, inefficiencies, and recurring issues, then implement process and tooling improvements. Partner with Engineering to define how technical escalations are routed, tracked, investigated, and resolved. Represent customer needs in Engineering and Product discussions, helping teams understand the support implications of technical decisions. Collaborate with Customer Success and onboarding teams to create effective handoffs and a consistent customer experience throughout the customer lifecycle. Lead teams through high-impact incidents and customer escalations, using lessons learned to strengthen processes and prevent recurrence. Help establish clear priorities and practical tradeoffs when multiple teams or initiatives compete for resources. Requirements 2–3 years of people management experience in technical support, support engineering, field engineering, or a closely related technical function. Strong technical troubleshooting skills, including the ability to read logs, investigate integration failures, diagnose configuration issues, and build credibility with engineering teams. Demonstrated ability to build trust with customer stakeholders, including clinicians, operations leaders, IT teams, and other technical or non-technical users. Experience handling difficult customer situations involving downtime, data issues, billing, or other high-impact technical problems. Experience deploying, evaluating, or managing AI-based tooling in a support or operations environment, such as agentic triage or LLM-based debugging assistants, is strongly preferred. Experience supporting sensor-based hardware or other highly technical or regulated products is an advantage. Familiarity with Intercom is a plus. Proven experience leading teams through high-stakes incidents or major customer-impacting escalations and turning those experiences into improved processes. Strong cross-functional collaboration skills, with the ability to advocate for customers while working effectively with Engineering and Product. Clear, direct, and effective communication skills across both customer-facing and internal environments. Comfortable operating as a player-coach who can balance people leadership with hands-on technical involvement. Strong ownership, problem-solving ability, responsiveness, and willingness to work through ambiguous or evolving challenges. Benefits Competitive compensation and equity opportunities. Remote work flexibility with opportunities for in-person collaboration and team connection. 401(k) retirement plan with employer matching. Medical, dental, and vision coverage, with 99% of employee premiums and 75% of dependent premiums covered according to the source. Life and AD&D insurance. 8 weeks of paid parental leave. Optional HSA with employer contribution. Flexible time off and company-paid holidays. Annual learning and development stipend. Opportunity to build a technical support function and establish processes, standards, and AI-enabled tooling from the ground up. Hands-on exposure to AI-powered healthcare technology, technical integrations, support operations, and complex customer environments. Leadership opportunity spanning technical support, customer experience, engineering collaboration, and operational improvement.