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The Manager of Technical Support Engineering is responsible for leading and growing a team of Technical Support Engineers, ensuring exceptional technical support and customer satisfaction while driving process improvements and team performance.

Own post-sales strategic relationships and retention across high‑value enterprise accounts. Drive net retention, customer health, and expansion by aligning technical delivery (FDEs, solutions architects) with executive business goals, leading QBRs/EBRs, building scalable CS playbooks, and partnering closely with Sales to identify and close upsell and renewal opportunities.

Lead strategic success and engagement across enterprise and public sector accounts. Drive onboarding, adoption, expansion, renewals, and executive business reviews. Develop success plans, identify automation opportunities, coordinate internal resources, surface product feedback, and mitigate customer risk to increase platform usage and customer value.

Process and manage high-volume quotes, order forms, and approvals in CPQ; support sales reps on pricing and packaging; maintain Salesforce deal data; route approvals and manage order processing; escalate non-standard deals; partner with Legal, Finance, and Sales; improve CPQ tooling (DealHub).

Own Federal/Public Sector sales across the DMV territory, prospecting and developing enterprise opportunities, guiding customers through complex SaaS sales cycles, and closing transactions. Build relationships with security and IT stakeholders, partners, and channel alliances; collaborate with BDRs, Marketing, Solutions Engineering, Legal, and Customer Success. Develop territory plans, generate demand, achieve quota, provide product feedback, and attend regional meetings and events. Approximately 25% travel is required.

Prospect and qualify outbound leads for North America, build targeted outreach using email and social selling, collaborate with Account Executives to generate pipeline, learn the Tines product and sales tools, meet pipeline goals, and develop toward revenue leadership.

Sell Tines' automation platform to enterprise Security and IT stakeholders in the DMV territory. Prospect and close complex deals, collaborate with BDRs, Solutions Engineering, channel/tech partners and cross-functional teams, build territory plans, generate demand, and achieve quarterly targets. Role requires regular in-person meetings in the DMV and ~25% travel.

Drive customer adoption, onboard and support technical customers, identify expansion opportunities, manage renewals and risk mitigation, translate technical needs to product/engineering, and deliver strategic account plans and reviews.

Lead and scale global paid acquisition across search, social, display, review sites, communities, retargeting, and emerging channels. Develop strategy, optimize campaigns, manage budgets and agencies, partner cross-functionally to drive qualified pipeline, improve attribution, and continuously test using data and AI-enabled workflows.