Technical Support Engineer Manager

Eligibility:
Candidates must be authorized to work in the United States. Sponsorship is not available at this time.

Our client is seeking a dynamic Support Engineering Manager to lead a new support engineering team in Honolulu, HI. This team will extend the reach of their Atlanta-based support organization, ensuring seamless customer service across U.S. time zones.

In this leadership role, you’ll be responsible for building a high-performing remote team that maintains our client’s reputation for exceptional customer support. You will manage day-to-day operations, mentor engineers, and directly contribute to resolving complex technical issues—ensuring every customer interaction reflects a commitment to reliability and excellence.

This position requires a strong balance of technical expertise, team leadership, and cross-regional collaboration. You’ll work closely with the Atlanta support headquarters to ensure unified service standards, consistent handoffs between time zones, and continuous improvement in customer satisfaction.

• Lead, coach, and mentor a fully remote team of Support Engineers based in Honolulu, HI, supporting western U.S. time zones.
• Foster a culture of accountability, ownership, and continuous improvement.
• Maintain close collaboration and communication with the Atlanta-based Support Team to ensure consistent alignment and shared visibility into metrics, queues, and escalations.
• Oversee daily handoffs and coordination between time zones to deliver seamless, around-the-clock customer support.
• Oversee technical support operations, responding to inquiries, managing escalations, and conducting root‑cause analyses for complex issues.
• Serve as the final escalation point for customer‑impacting problems within your region.
• Build trusted relationships with customers through expert, responsive support.
• Partner with the Atlanta team to ensure unified standards for communication, documentation, and resolution processes.

• Implement and maintain structured processes for ticket handling, error tracking, and proactive system monitoring.
• Analyze trends and system data to identify recurring issues and drive preventative solutions.
• Collaborate with cross‑functional teams to standardize documentation, metrics, and process improvements that elevate service quality and team efficiency.

• Work closely with Product, QA, Engineering, and Account Management teams to resolve customer issues and enhance system performance.
• Share insights and regional feedback with leadership to inform product enhancements and operational improvements.
• Promote best practices in remote communication using project management tools, video conferencing, and proactive reporting.

• Bachelor’s degree in a technical or related field.
• 4–6 years of professional experience, including 2+ years in a leadership role managing remote or distributed teams.
• Proven success leading remote teams while maintaining strong coordination with central offices.
• Excellent communication and collaboration skills across time zones.
• Strong technical troubleshooting skills, including log analysis and root‑cause investigation.
• Data‑driven mindset with experience tracking KPIs and implementing operational improvements.
• Highly organized, self‑motivated, and adept at managing multiple priorities in fast‑paced environments.

• Experience with analytics tools such as Power BI, SQL, or Python.
• Familiarity with CRM, customer success, or ticketing platforms.
• Background in SaaS, IoT, or hardware/software environments.

• Fully remote position supporting western U.S. time zones.
• Collaborative Honolulu‑based team within a growing island tech community.
• Culture built on autonomy, accountability, and teamwork.
• Regular virtual team‑building and opportunities to visit headquarters for strategy and training.
• Strong emphasis on innovation, service, and work‑life balance.
• Competitive salary and potential equity opportunities.
• 401(k) plan with company match.
• Comprehensive medical, dental, and vision insurance.

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