Manager, Support Engineer

As a Manager, Support Engineer at Avoca, you’ll lead the team responsible for resolving customer issues across our production systems. This is a people management role with a strong technical bar: you’ll hire, train, and manage Support Engineers and Deployment Engineers while staying close enough to the work to debug escalated issues yourself. You’ll develop a deep understanding of Avoca’s product, configurations, and real-world edge cases, on par with a senior deployment engineer, so you can guide the team effectively, unblock complex issues, and ensure high-quality resolutions. You’ll actively manage staffing, intervene when issues stall, and set clear expectations internally and externally when tickets take longer than expected. This role serves as the primary escalation path for support tickets and a critical bridge between Support Engineering and Product Engineering. You’ll ensure issues are assessed, scoped, and routed with clarity and context, so the right problems reach the right partners while the team resolves the rest efficiently and independently.