Technical Support Engineer Manager

About the Organization

This role sits within a technology-focused company that builds dependable digital products and places a strong emphasis on customer support, service stability, and fast problem resolution. The team’s mission is to keep operations running smoothly while steadily improving service quality for customers and internal stakeholders.

Role Overview

We are looking for a seasoned Technical Support Engineer Manager to guide a support engineering team, handle advanced technical escalations, and strengthen service reliability initiatives. In this position, you will lead support specialists, refine processes, and ensure responsive, high-quality technical assistance across platforms and products.

Key Responsibilities

• Supervise, coach, and develop a team of Technical Support Engineers and support specialists.
• Take ownership of complex technical investigations across applications, systems, and infrastructure.
• Manage escalations coming from Tier 1 and Tier 2 support and drive them to timely closure.
• Work closely with engineering, DevOps, product, and QA teams to eliminate repeat issues.
• Design, improve, and standardize support workflows and escalation paths.
• Track service health, incident patterns, and support performance metrics.
• Enhance knowledge articles, troubleshooting resources, and support tools.
• Maintain compliance with SLAs, quality benchmarks, and customer satisfaction targets.
• Lead root cause analysis efforts and introduce corrective and preventive actions.
• Join incident handling and on-call coverage when operationally needed.

Requirements

• A bachelor’s degree in Information Technology, Computer Science, Software Engineering, or a similar discipline is preferred.
• At least 5 years of experience in technical support, IT support engineering, systems support, or a comparable function.
• Minimum 2 years of experience in a people management or leadership capacity is preferred.
• Strong troubleshooting knowledge spanning applications, networks, and infrastructure environments.
• Hands-on experience with ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or equivalent tools.
• Exposure to cloud platforms like AWS, Azure, or GCP is an advantage.
• Strong analytical thinking, incident handling, and problem-solving ability.
• Excellent communication, leadership, and stakeholder coordination skills.
• Comfortable working in fast-moving, SLA-based support settings.
• Capable of working independently in a remote setup.

What We Offer

• A fully remote opportunity based in the United Arab Emirates.
• A competitive compensation package.
• Opportunities for professional development and leadership advancement.
• Exposure to enterprise-scale support engineering and infrastructure environments.
• A flexible, collaborative work culture.
• A strong focus on reliability, service excellence, and ongoing improvement.
• The chance to shape support engineering strategy and operational performance.
• Clear growth pathways within technical support, engineering operations, and IT leadership.

Additional Information

Employment type: Full-time. Work arrangement: Remote. Seniority level: Mid-level to senior-level. Participation in on-call rotations may be required.