Technical Support Engineer Manager Job at EdTech Jobs (Santa Clara)

Engineering Manager - Support Platform

Join Intercom as an Engineering Manager and lead a team at the heart of our Supp...

Location

Ireland , Dublin

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

3+ years of experience managing software engineering teams that build and ship customer-facing products
A hands-on, technically strong manager with a player-coach leadership style
Proven ability to lead a full-stack, customer-facing, cross-functional team through planning, delivery, and continuous improvement
Strong product mindset and customer empathy
Skilled at turning feedback and data into actionable insights
Experience working and collaborating with internal functions such as Sales, Customer Support, and Marketing
Thrives in collaborative, fast-moving environments
Relentless about outcomes
Fluent in using AI tools to solve problems, accelerate output, and inspire others

Job Responsibility

Lead a team of talented engineers building and enhancing core features within Intercom’s Support Platform
Directly engage with customers — build strong partnerships, learn from their experiences, and use those insights to shape our product strategy and direction
Work closely with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and opportunities
Partner with Senior and Staff Engineers to shape and execute on the technical strategy for your area
Help your team deeply understand customer needs, translating them into thoughtful technical and product decisions
Bring clarity and alignment to priorities, balancing near-term goals with long-term improvements
Support engineers in their growth and development
Promote a culture of ownership, accountability, and high standards
Contribute to Intercom’s engineering culture

What we offer

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews
Pension scheme & match up to 4%
Life assurance
Comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave
6 weeks paternity leave for fathers
Cycle-to-Work Scheme

Fulltime

Engineering Manager - Support Platform

Join Intercom as an Engineering Manager and lead a team at the heart of our Supp...

Location

United Kingdom , London

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

3+ years of experience managing software engineering teams that build and ship customer-facing products
A hands-on, technically strong manager with a player-coach leadership style — you’re not afraid to code, debug, or dive deep into system design when needed
Proven ability to lead a full-stack, customer-facing, cross-functional team through planning, delivery, and continuous improvement, assuming full ownership of outcomes and results
Strong product mindset and customer empathy — you care deeply about solving real customer problems and delivering measurable impact
Skilled at turning feedback and data into actionable insights that guide your team’s decisions
Experience working and collaborating with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and influence product direction
Thrives in collaborative, fast-moving environments, helping your team stay focused and productive
Relentless about outcomes — you own challenges, remove roadblocks, and empower your team to deliver success without excuses
This is an AI-first role with a high bar for excellence. We expect you to be fluent in using AI tools to solve problems, accelerate output, and inspire others to do the same — helping shape a culture that embraces AI as a core advantage

Job Responsibility

Lead a team of talented engineers building and enhancing core features within Intercom’s Support Platform
Directly engage with customers — build strong partnerships, learn from their experiences, and use those insights to shape our product strategy and direction
Work closely with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and opportunities
Partner with Senior and Staff Engineers to shape and execute on the technical strategy for your area
Help your team deeply understand customer needs, translating them into thoughtful technical and product decisions
Bring clarity and alignment to priorities, balancing near-term goals with long-term improvements
Support engineers in their growth and development, helping them achieve their career goals and deliver exceptional work
Promote a culture of ownership, accountability, and high standards, enabling your team to move quickly and deliver meaningful results
Contribute to Intercom’s engineering culture, helping shape how we build great software and work together effectively

What we offer

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed

Fulltime

Engineering Manager - Support Platform

Become the Engineering Manager for a team at the center of our support strategy ...

Location

Germany , Berlin

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

An ability to lead Engineering teams that deliver impact quickly
Experience developing and supporting a team of engineers in their personal growth and career progression
A track record of partnering with product and design leadership to deliver great outcomes
Demonstrated impact in a similar technical leadership role
A growth mindset and eagerness to learn
The ability to thrive in an ambiguous environment with a high degree of autonomy

Job Responsibility

Partnering with engineering, product, and design leaders to shape team direction and strategy
Supporting and driving this strategy to clear impact with the help of your team
Enabling your team to achieve high levels of productivity, performance and reliability
Teaching, mentoring, coaching and being a role model for engineers and other engineering managers
Creating a collaborative, inclusive and supportive team culture focused on fast, focused, high impact execution
Helping to shape and evolve our engineering culture by contributing to our engineering organization programs

What we offer

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Open vacation policy and flexible holidays so you can take time off when you need it
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

Senior Manager, Technical Support, Cloud

It’s not about making a sale. It’s about providing the most secure environment f...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

8+ years in technical support
At least 3 years experience in a management OR lead role in a high-touch or white-glove support environment
Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments
Experience in Endpoint and Cloud Security industries
Familiarity in Cloud services providers (AWS, Azure, GCP, Oracle, etc)
Understanding of how Support engineering works in SaaS business model
Experienced in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability
Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, Post-Incident Reviews (PIRs), and Quarterly Business Reviews (QBRs)

Job Responsibility

Guide the daily activities of a team of Technical Support Engineers, ensuring alignment with company goals and objectives
Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency
Mentor and guide engineers to enhance both technical expertise and soft skills
Facilitate regular training opportunities tailored to both technical and professional growth, setting clear team goals that align with broader organizational objectives
Conduct annual performance reviews, providing actionable feedback and mentorship
Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomes
Proactively engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices and participating in business development discussions
Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements
Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams
Work closely with the Business Operations Manager to ensure seamless service kick-offs

Manager, Technical Customer Support, Cloud

Palo Alto Networks is looking for an experienced enterprise support delivery man...

Location

United States , Santa Clara

Salary:

130200.00 - 210575.00 USD / Year

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

7+ years in technical support
At least 2 years experience in a management OR lead role in a high-touch or white-glove support environment
Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
Strong understanding of cloud security principles and best practices
Experience with cloud platforms such as AWS, Azure, or GCP
Broad technology experience, including knowledge of Kubernetes concepts such as pods, services, deployments
Working with container runtimes such as docker and containers
Experience with CI/CD processes (Jenkins, Azure DevOps, etc) container environments, security processes, cloud risk and compliance, and public clouds
Expertise in integrating with diverse technologies and vendor solutions such as SSO, SIEM, APIs, Container Registries

Job Responsibility

Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat business
Ability to achieve the customer satisfaction goals
Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
Provide appropriate technical and soft skills training and mentoring
Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels
Create consistent onboarding training programs are used and delivered effectively
Propagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reports
Perform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goals

What we offer

restricted stock units
bonus
employee benefits

Fulltime