Note: The job is a remote job and is open to candidates in USA. Expel is a company focused on security technology and operations. They are seeking a Manager of Technical Support Engineering to lead and transform their technical support team by leveraging AI and automation to improve efficiency and effectiveness. The role involves managing the team, handling escalations, and redesigning support processes to eliminate repetitive work and enhance career growth opportunities.
Responsibilities
- Manage Expel's TSE team: the people who keep our customers' security technology foundations running smoothly
- Hiring, coaching, developing people, keeping SLOs green, and handling the hard escalations
- Transforming the function so it can accomplish significantly more by eliminating wasted, uninteresting work
- 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
Skills
- 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
Benefits
- Bonus eligibility
- Equity
- Unlimited PTO (which we model and encourage)
- Work location flexibility
- Up to 24 weeks of parental leave
- Really excellent health benefits
Company Overview