Manager of Engineering Technical Support overseeing product structure management and engineering change processes. Leading cross - functional teams and maintaining product data for industrial lift trucks at Hyster - Yale.
About the role
- Manager, Technical Support leading technical support operations at an AED technology company. Focused on troubleshooting and improving customer experience across hardware and software platform.
Responsibilities
- Lead onboarding, training, and ongoing development of Technical Support team members
- Coach the team to deliver high-quality technical support across Level 1–3 inquiries
- Serve as an escalation point for complex issues, stepping in directly when needed to support customers and the team
- Guide day-to-day execution, ensuring issues are handled efficiently based on complexity
- Oversee daily support across phone, email, and chat channels, with a strong emphasis on a phone-first support model
- Build and reinforce best practices for handling real-time customer interactions over the phone, including troubleshooting, communication, and de-escalation
- Act as a hands-on leader, stepping in during peak times and complex situations
- Drive effective troubleshooting across hardware, software, and system-related issues
- Own and optimize case management workflows to improve resolution speed and consistency
- Define and manage support KPIs and SLAs (response time, resolution time, CSAT, backlog health)
- Track team performance and drive accountability against service targets
- Support high-impact customer issues and ensure consistent communication and resolution
- Partner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliability
- Build and manage Help Center and knowledge base content to improve self-service and internal support
- Collaborate with Finance, Business Operations, and Marketing to improve end-to-end customer experience
- Identify trends and provide feedback to drive product and process improvements
- Analyze support metrics to identify gaps and improve performance
- Forecast staffing needs and ensure proper coverage across channels
- Continuously refine processes, tools, and documentation to improve efficiency and scale
- Support outbound follow-up as needed (e.g., onboarding reminders, unresolved tickets)
- Ensure operational tasks and back-office support duties are completed within required timeframes
- Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience
Requirements
- 6–10 years of experience in technical support or support engineering
- 3+ years leading teams in a hardware + software environment
- Strong hands-on troubleshooting across devices, systems, and integrations
- Experience in a phone-first support environment with real-time coaching
- Proven ability to build and scale support processes, workflows, and infrastructure
- Experience with tools like Zendesk, Salesforce, and Jira
- Strong understanding of case management, escalations, and SLA-driven support
- Experience building and maintaining Help Center / knowledge base content
- Ability to partner cross-functionally with Engineering, Product, and Business Systems
- Analytical mindset with a focus on improving performance through data
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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