Manager, Technical Support Engineering

The Manager of Technical Support Engineering will lead Dragos's global technical support team. This player-coach role requires a leader who can manage a high-performing team and step in to directly support customers during peak demand. You will be responsible for ensuring Dragos can consistently meet support SLAs, drive timely issue resolution, develop team talent and continuously improve support processes to ensure outstanding customer outcomes. Responsibilities include leading and managing the global Technical Support Engineering team by providing guidance, mentorship and professional development. They will ensure consistent adherence to SLAs, serve as an escalation point, partner with other departments, monitor team performance using KPIs and improve support documentation. They will recruit, onboard, and retain top talent; foster a culture of accountability, curiosity and customer focus and participate in on-call rotation and ensure adequate global coverage as needed.