[Hiring] Manager, Technical Support Engineering @Expel

Role Description

Oh look, another job managing a queue of repetitive tickets. Except … what if it didn’t have to be that way? Considering the time you’ve invested into learning various ticketing platforms, exploring how AI and other automation approaches can streamline work, you’re itching to redesign “the old way” into a new architecture for technical support. One in which the vast majority of repetitive work is obliterated and what’s left is actually interesting.

We're looking for someone who looks at a support operation and doesn't just see tickets to close. You see opportunity. You've run technical support teams before, you know how the work actually flows, and you have real opinions about where AI and automation create leverage and where they don't. How about a role where rethinking how the work gets done IS the work, not something you squeeze in between firefighting.

You’ll manage Expel's TSE team: the people who keep our customers' security technology foundations running smoothly. Day to day, that means:

• Hiring, coaching, and developing people
• Keeping SLOs green
• Handling the hard escalations

But the bigger job is transforming the function so it can accomplish significantly more by eliminating wasted, uninteresting work. If redesigning ways of working and boosting people’s careers is your jam, read on!

Qualifications

• Experience managing a technical support or customer engineering team
• A track record of improving how a function operates, not just keeping it running
• Real comfort with AI and automation in operational contexts, not just curiosity
• Enough security knowledge to credibly coach the team and engage on complex issues
• People management fundamentals: regular 1:1s, real feedback, performance management, career development
• The instinct to measure what matters and the willingness to eliminate what doesn't
• Comfort working across teams when the problem lives outside your org

Requirements

• Drive efficiency and effectiveness into an already well established function
• Deploy AI and automation where they actually help, and skip them where they don't
• Find patterns in what's breaking and push fixes upstream so the same problem stops generating tickets
• Build a team people want to stay on and grow within
• Define the metrics that matter and use them to drive decisions, not just report status

Benefits

• Base salary range: $106,100 USD to $153,800 USD + bonus eligibility and equity
• Unlimited PTO
• Work location flexibility
• Up to 24 weeks of parental leave
• Excellent health benefits

Company Description

We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

We’re an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.