Support Manager - 3rd Shift

About Our Client:
The organization operates in the technology industry, specializing in search and AI solutions that enable users to access answers in real time from large-scale data sets. Their platform integrates search precision with AI intelligence to accelerate meaningful results, serving over half of the Fortune 500. By leveraging both structured and unstructured data while ensuring data security and privacy, the company provides cloud-based solutions for search, security, and observability to help organizations realize the potential of AI.
About the Opportunity:
The SUPPORT MANAGER - 3RD SHIFT will lead a distributed technical support team dedicated to US Federal customers, overseeing daily operations including customer inquiries, escalations, and technical issue resolution. This role is pivotal in maintaining high customer satisfaction, driving process improvements, fostering a knowledge-sharing culture, and ensuring compliance with federal program requirements. The position requires working US overnight shifts primarily and contributes directly to the quality and efficiency of support services.
Responsibilities:
Lead and develop an 8-person distributed engineer team supporting US Federal customers
Drive continuous improvement in support efficiency, policies, and processes
Manage team performance and ensure high-quality, timely technical support
Serve as the primary overnight liaison for US Federal customer escalations
Build strong internal partnerships across global support and cross-functional teams
Lead strategic projects to enhance service delivery and customer support experience
Ensure compliance with contractual SLAs and confidentiality specific to US Federal engagements
Manage overnight shift coverage and onboarding transition plans for new engineers
Requirements:
Minimum 5 years in a customer-facing technical role, preferably in support
At least 3 years managing geographically distributed support engineer teams
Experience managing projects with defined goals (project management skills a plus)
Strong communication skills with ability to explain complex issues clearly and empathetically
Experience with Knowledge Centered Service implementation or application (certification a plus)
Proven leadership and change management capabilities
Interest in learning about relevant products and services
Commitment to discretion and confidentiality when handling US Federal customer data
Pay Range and Compensation Package:
The typical starting salary range for this role is: $113,100—$178,900 USD
In select locations (Seattle WA, Los Angeles CA, San Francisco Bay Area CA, New York City Metro Area), the range is: $135,900—$215,100 USD
Compensation includes base salary and eligibility for stock participation
Company-matched 401(k) plan with dollar-for-dollar matching up to 6% of eligible earnings
Benefits & Perks:
401(k) retirement plan with company match
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes