Support Engineering Manager
Location
dubai, dubai
Job Type
Full-time
Category
Engineering
Posted
June 20, 2026
Responsibilities
- Hire, develop, and manage a small team of Technical Support Engineers
- Own support operations including triage rotations, specialty coverage, and escalation paths
- Configure and optimize support tooling for case routing, SLA rules, and intake workflows
- Track and report on key metrics such as SLAs, bug triage accuracy, CSAT, and recurring issue rates
- Drive knowledge base expansion and runbook creation for recurring issues
- Deliver product feedback digests to the product team regarding usability patterns and documentation gaps
- Act as a quality gate between customers and engineering by routing well-documented, severity-assessed bugs
Requirements
- 7+ years of experience in technical support or solutions engineering
- Prior experience in team management
- Proficiency with Kubernetes, Docker, and PostgreSQL
- Experience with observability tools including Pro...