Support Engineering Manager - Americas

When a complex issue moves beyond frontline Support, Support Engineering investigates the problem using customer context, application behavior, logs, databases, integrations, APIs, and code-level context. The team determines whether the issue can be resolved through configuration, data correction, documentation, enablement, or an in-app change, or whether it is a product defect that Engineering needs to fix. Your role is to make that path clearer and more effective: develop a deep understanding of how each partner team works, coach the investigation, and ensure escalations meet a shared standard for evidence, ownership, and customer impact.