Support Engineering Manager

About the position

The Support Engineering Manager will lead and scale Freshpaint’s frontline Support Engineering team, ensuring high-quality, customer-centric technical support while driving operational improvements. This role is critical in increasing support efficiency, reducing resolution time, and building a scalable support function that enhances customer satisfaction and retention. By fostering collaboration between Support Engineering, Product, and Customer Success teams, this leader will ensure a seamless post-sales experience, contributing to Freshpaint’s long-term customer trust and growth.

Responsibilities

• Improve Support Efficiency & Ticket Resolution Time – Reduce average ticket resolution time by X% within the first 6 months through optimized processes and better tooling.
• Enhance Product Reliability & Customer Trust – Implement structured incident response and escalation processes to ensure faster resolution of critical customer issues.
• Scale & Develop the Support Engineering Team – Hire, onboard, and coach a high-performing team that aligns with Freshpaint’s values and goals.
• Drive Proactive Support & Self-Service Capabilities – Build a more robust knowledge base and implement automation strategies to reduce ticket volume.
• Strengthen Engineering Collaboration – Improve the relationship between Support Engineering and Product/Engineering teams to ensure better customer advocacy and feedback loops.

Requirements

• Proven Experience in Support Engineering Management – 3+ years of experience leading technical support or customer-facing engineering teams in a SaaS environment.
• Technical Acumen & Troubleshooting Expertise – Strong ability to understand complex technical issues, support debugging efforts, and guide engineers on customer problems.
• Customer-First Mindset – Demonstrated ability to balance technical priorities with customer impact, ensuring seamless post-sales support.
• Operational & Process Improvement – Experience in implementing processes that enhance support operations, such as automation, ticketing efficiency, and knowledge base expansion.
• Cross-Functional Collaboration – Ability to work with Engineering, Product, and Customer Success teams to escalate, resolve, and prevent recurring issues.

Nice-to-haves

• Experience in healthcare, data privacy, or compliance-heavy environments where security and reliability are critical.
• Familiarity with HubSpot, Zendesk, or other support tools to drive automation and reporting improvements.
• Experience leading a global or distributed support team in a high-growth environment.

Benefits

• Joining a high-growth venture-backed startup as part of the early crew. You will be employee #70-80ish.
• Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window.
• Freshpaint Fridays: Half-day Fridays. Every week.
• Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays.
• 100% remote
• Flex in-office if you want with $150 WeWork credits each month
• 401k
• Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws).
• Mental health benefits - therapy appointments and more covered by the company
• 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team.
• Generous parental leave
• Paid Spotify
• Health & Wellness benefit – gym membership or similar covered
• Regular team offsites 2-4 times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past.
• Ownership of your work, collaboration with a close team, and direct access to founders and what it’s like to build a startup.