Technical Support Engineer Manager

<div class="content-intro"><p class="p1">HackerRank helps thousands of companies like NVIDIA<strong> </strong>and<strong> </strong>Amazon hire developers based on their skills vs. pedigree, and also nurtures a community of millions of developers to upskill themselves to become next-gen developers.</p> <p class="p1">The people at HackerRank care deeply about their work and have an extremely intense work ethic. In many companies, speed & quality is a tradeoff. At HackerRank, it’s not -- we expect you to ship in about half the time that most competent people think is possible while maintaining a standard of quality you’d proudly sign your name on. The only way to make this happen is if you truly love your craft and are deeply committed to growth.</p></div><p><strong>About the role</strong></p> <p>As a support manager, you’ll lead a team that tackles complex integrations, resolves challenging issues, and delivers an exceptional customer experience. This role requires a hands-on, battle-tested leader who excels in complex and ambiguous situations, drives accountability, and motivates teams, within and beyond support, to raise the bar through automation, AI, and operational excellence.</p> <p><strong>What you’ll do</strong></p> <ul> <li>Lead and develop a team of Technical Support Engineers based in AMER. </li> <li>Partner with Product, Engineering, and GTM to resolve systemic issues and drive automation that improves the customer experience.</li> <li>Design and own support operating mechanisms (e.g., SLOs, escalation paths, metrics) that prevent repeat issues and reduce manual toil.</li> <li>Lead from the front by personally handling complex L2/L3 support cases and customer escalations, while setting the technical and quality bar for the team.</li> <li>Design and own automation or AI-driven workflows that reduce manual support effort or repeat escalations.</li> </ul> <p><strong>Who you are</strong></p> <ul> <li>A seasoned support leader with 4+ years of experience, including 2+ years directly managing technical support or solutions engineering teams in a SaaS environment.</li> <li>A bold operator with strong operational rigor who thrives in complex, high-stakes environments and raises the bar across teams.</li> <li>An assertive communicator who cuts through ambiguity, influences decisively, and drives accountability across functions.</li> <li>Hands-on and deeply technical; able to personally debug customer issues involving APIs, authentication, integrations, logs, and production systems.</li> <li>You set a high bar for execution and transform support teams into disciplined, high-performing engines of progress.</li> <li>Proven people manager who has hired, coached, and managed performance for a team of technical support or solutions engineers, including addressing underperformance.</li> </ul> <p><strong>Even better if you have</strong></p> <ul> <li>Experience with HR tech, ATS systems, or developer productivity tools.</li> </ul> <p><strong>You will thrive in this role if</strong></p> <ul> <li>You are comfortable pushing Product and Engineering teams with data and customer impact when quality or reliability falls short.</li> </ul> <p><strong>Compensation</strong></p> <ul> <li>Base salary range: $180,000 - 185,000.</li> <li>This range doesn’t include bonuses, stock options, or benefits for which you will be eligible.</li> <li>Final offer may vary based on skills, experience, location, and other compensation components.<s ... (truncated, view full listing at source)