Solutions Engineering Team Manager, Client Engagement

About OfficeSpace: 

OfficeSpace is the AI workplace management platform that helps teams plan, connect, and perform in the modern workplace. As a performance-based, PE-backed company, we hire based on merit and a willingness to do what it takes to succeed long-term. You’re a great fit for the role if you’re entrepreneurial, passionate, motivated by building at light speed, and an Agentic AI early adopter. Our world-class teams operate in the US, Canada, and Costa Rica in a culture of trust, respect, growth, and impact.  

The Solutions Engineering Team Manager is a hands-on leader with a passion for solving complex technical problems and elevating client experiences. Combining deep technical acumen with proven people management skills, this role requires a proactive mindset, meticulous attention to detail, and a strong commitment to continuous improvement.

Reporting to the Sr. Support Manager, the Team Manager oversees Tier 2 and Solutions Engineering support operations, balancing strategic leadership with direct involvement in escalations. They champion a client-first culture, guide technical teams in areas like logging and monitoring, UI/UX issue reproduction, and database analysis, and ensure the support organization is responsive, scalable, and aligned with business objectives—including on-call readiness and incident response excellence.

Job Responsibilities & Competencies

Team Leadership:

• Lead a hybrid team of Tier 2 Support Agents and Tier 3 Solutions Engineers.
• Serve as a mentor and coach, fostering a collaborative and innovative team culture.
• Promote continuous learning, professional development, and a positive work environment.
• Coordinate onboarding and ongoing training to ensure team capabilities are aligned with business needs.
• Plan and manage on-call schedules to ensure adequate support coverage and rapid incident response.

Technical Expertise (Player-Coach role):

• Actively resolve technical escalations and participate in casework.
• Troubleshoot software issues, create Jira tickets, and liaise with engineering for resolution.
• Remain current on OfficeSpace’s technology stack and relevant industry trends.
• Conduct root cause analysis and impact assessments for client-reported issues.
• Perform database administration tasks, including writing and optimizing SQL queries.

Processes Optimization:

• Continuously evaluate and enhance support workflows, ticket handling procedures, and knowledge management.
• Collaborate cross-functionally with Product, Engineering, and Client Success to streamline support operations.
• Develop scalable processes for managing high volumes of technical issues with precision and speed.
• Maintain high-quality documentation of processes and known issues.

Performance Management:

• Define, track, and report on key metrics such as SLA adherence, KPIs, backlog health, and resolution time.
• Drive team accountability through regular reviews and performance improvement plans.
• Use data to identify trends, prioritize improvements, and implement quality assurance initiatives.

Client Satisfaction & Incident Management:

• Ensure timely, clear, and empathetic resolution of escalated client issues.
• Partner with Client Success Managers to proactively address client concerns.
• Lead P1 and P2 incident response and provide status updates to stakeholders throughout the incident lifecycle.
• Utilize - Conduct - Demonstrate a client-first mindset by ensuring all support efforts are guided by empathy and service excellence.

Stakeholder Communication:

• Serve as the liaison between Support, Product, and Engineering teams for bug triage and prioritization.
• Provide regular updates to senior leadership regarding support trends, risks, and achievements.
• Represent Support in cross-departmental meetings and contribute to company-wide initiatives.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field.
• 5 years of experience in technical support roles with increasing responsibility.
• Proven leadership experience in managing high-performing support or engineering teams.
• Deep understanding of SaaS environments, APIs (REST, GraphQL), cloud platforms (AWS/GCP/Azure), Linux, and web technologies (HTML, SQL, Ruby).
• Experience with ticketing and case management tools such as Salesforce and Jira.
• Experience with UI and UX testing to reproduce and document client-reported issues accurately.
• Experience with logging tools such as Splunk or Grafana to investigate and resolve technical issues.
• Strong verbal and written English communication skills (B2+ CEFR or equivalent for non-native speakers).

Why OfficeSpace?

• High-Performance Culture: At OfficeSpace, we believe in the power of accountability, focus, and drive. Our A-Player team members work together to deliver measurable, meaningful results. We recognize and reward those who push boundaries and achieve excellence.
• Ownership and Accountability: We trust our employees to take full ownership of their roles, providing the autonomy to innovate and the support to succeed. We seek individuals who are self-motivated and thrive in an environment where they can drive impactful outcomes.
• Technology-Forward: As a company invested in cutting-edge technology, we integrate AI and other advanced solutions across our platform to enhance productivity, customer experience, and process efficiency. Our team members are excited by the potential of AI and proactively explore ways it can drive our success.
• Growth Mindset: Continuous learning and improvement are integral to our culture. We encourage our team to embrace challenges, seek knowledge, and develop both personally and professionally.
• Innovation and Agility: We foster a dynamic, fast-paced environment where fresh ideas and bold solutions are celebrated. We embrace change and thrive on turning challenges into opportunities, with a team that is agile, proactive, and resilient.
• Collaborative, Results-Driven Environment: We value purposeful collaboration that leads to shared success and stronger results. While our team members are independent, they recognize the value of working together to drive our mission forward.
• Competitive Benefits and Rewards: OfficeSpace offers comprehensive and competitive benefits packages globally, designed to support our team’s health, well-being, and financial security. We invest in our people so they can excel.
  
  OfficeSpace is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. We are committed to basing all employment-related decisions upon valid job-related factors without regard to race, color, sex (including pregnancy, sexual orientation, and gender identity), age, religion, national origin, genetic information, military status, veteran status, physical or mental disability, or any other status protected by law.