Manager, Customer Support Engineering

📋 Description

• Own customer issues from first response to resolution
• Lead root cause investigations and communications to customers
• Review logs, debuggers, and reproduction environments to isolate root cause
• Improve support systems, reporting, and data management
• Provide structured feedback to Product and Engineering on usability and reliability
• Partner with Customer Success Managers on escalations and account strategy

🎯 Requirements

• 6+ years in customer success engineering or similar
• At least 2+ years people management
• Builder of systems, processes and data reporting
• Comfort parsing logs, using debuggers, triaging across firmware, Linux, cloud

🎁 Benefits

• Bonus: experience with embedded systems and cloud software
• Bonus: scaling a support function and coverage models
• Bonus: familiarity with regulated industries like medical devices, aerospace/defense, or automotive