Technical Support Engineer Manager

Eligibility: Candidates must be authorized to work in the United States. Sponsorship is not available at this time.

About the Role

Our client is seeking a dynamic Support Engineering Manager to lead a new support engineering team in Honolulu, HI. This team will extend the reach of their Atlanta-based support organization, ensuring seamless customer service across U.S. time zones.

In this leadership role, you'll be responsible for building a high-performing remote team that maintains our client's reputation for exceptional customer support. You will manage day-to-day operations, mentor engineers, and directly contribute to resolving complex technical issues—ensuring every customer interaction reflects a commitment to reliability and excellence.

This position requires a strong balance of technical expertise, team leadership, and cross-regional collaboration. You'll work closely with the Atlanta support headquarters to ensure unified service standards, consistent handoffs between time zones, and continuous improvement in customer satisfaction.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and mentor a fully remote team of Support Engineers based in Honolulu, HI, supporting western U.S. time zones.
• Foster a culture of accountability, ownership, and continuous improvement.
• Maintain close collaboration and communication with the Atlanta-based Support Team to ensure consistent alignment and shared visibility into metrics, queues, and escalations.
• Oversee daily handoffs and coordination between time zones to deliver seamless, around-the-clock customer support.

Customer Support & Escalation Management

• Oversee technical support operations, responding to inquiries, managing escalations, and conducting root-cause analyses for complex issues.
• Serve as the final escalation point for customer-impacting problems within your region.
• Build trusted relationships with customers through expert, responsive support.
• Partner with the Atlanta team to ensure unified standards for communication, documentation, and resolution processes.

Operational Excellence

• Implement and maintain structured processes for ticket handling, error tracking, and proactive system monitoring.
• Analyze trends and system data to identify recurring issues and drive preventative solutions.
• Collaborate with cross-functional teams to standardize documentation, metrics, and process improvements that elevate service quality and team efficiency.

Cross-Functional Collaboration

• Work closely with Product, QA, Engineering, and