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Customer Service
Support Engineering Manager
@Freshpaint
[Hiring] Support Engineering Manager @Freshpaint
Feb 21, 2025 - Freshpaint is hiring a remote Support Engineering Manager. đź’¸ Salary: competitive compensation with equity. đź“ŤLocation: USA.
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Role Description
The Support Engineering Manager will lead and scale Freshpaint’s frontline Support Engineering team, ensuring high-quality, customer-centric technical support while driving operational improvements. This role is critical in increasing support efficiency, reducing resolution time, and building a scalable support function that enhances customer satisfaction and retention.
- Improve Support Efficiency & Ticket Resolution Time – Reduce average ticket resolution time by X% within the first 6 months through optimized processes and better tooling.
- Enhance Product Reliability & Customer Trust – Implement structured incident response and escalation processes to ensure faster resolution of critical customer issues.
- Scale & Develop the Support Engineering Team – Hire, onboard, and coach a high-performing team that aligns with Freshpaint’s values and goals.
- Drive Proactive Support & Self-Service Capabilities – Build a more robust knowledge base and implement automation strategies to reduce ticket volume.
- Strengthen Engineering Collaboration – Improve the relationship between Support Engineering and Product/Engineering teams to ensure better customer advocacy and feedback loops.
What You’ll Do (Day-to-Day Responsibilities):
- Lead and manage a team of Support Engineers, providing mentorship, training, and performance management.
- Own and optimize support operations, driving improvements in efficiency, response time, and customer satisfaction.
- Partner with Product and Engineering teams to ensure rapid response to critical customer issues and drive long-term reliability improvements.
- Establish and enforce SLAs, escalation processes, and monitoring frameworks to maintain a high level of support quality.
- Drive automation and tooling enhancements to improve troubleshooting capabilities and reduce repetitive tasks.
- Collaborate with Customer Success to ensure a seamless post-sales support experience, helping customers maximize value from Freshpaint.
- Develop reporting and analytics to measure and continuously improve the effectiveness of the support team.
- Serve as a voice of the customer, identifying recurring issues and advocating for product improvements.
Qualifications
- Proven Experience in Support Engineering Management – 3+ years of experience leading technical support or customer-facing engineering teams in a SaaS environment.
- Technical Acumen & Troubleshooting Expertise – Strong ability to understand complex technical issues, support debugging efforts, and guide engineers on customer problems.
- Customer-First Mindset – Demonstrated ability to balance technical priorities with customer impact, ensuring seamless post-sales support.
- Operational & Process Improvement – Experience in implementing processes that enhance support operations, such as automation, ticketing efficiency, and knowledge base expansion.
- Cross-Functional Collaboration – Ability to work with Engineering, Product, and Customer Success teams to escalate, resolve, and prevent recurring issues.
Requirements
- Experience in healthcare, data privacy, or compliance-heavy environments where security and reliability are critical.
- Familiarity with HubSpot, Zendesk, or other support tools to drive automation and reporting improvements.
- Experience leading a global or distributed support team in a high-growth environment.
Benefits
- Joining a high-growth venture-backed startup as part of the early crew. You will be employee #70-80ish.
- Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window.
- Freshpaint Fridays: Half-day Fridays every week.
- Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays.
- 100% remote with flex in-office if you want, with $150 WeWork credits each month.
- 401k.
- Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws).
- Mental health benefits - therapy appointments and more covered by the company.
- 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy.
- Generous parental leave.
- Paid Spotify.
- Health & Wellness benefit – gym membership or similar covered.
- Regular team offsites 2-4 times per year.
- Ownership of your work, collaboration with a close team, and direct access to founders.
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
competitive compensation with equity
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Feb 21, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
