Engineering Support Manager

At Meazure Learning, we believe that assessments play a critical role in learning and that a better assessment experience can unlock higher performancefor test-takers, educators, and organizations. We partner with credentialing bodies, academic institutions, and employers to provide a full suite of solutions for exam development, delivery, security, and reporting. Our team is united by our purpose: To move people forward in their educational and professional journeys through innovative and human-centered assessment design.

About the Role

Manager, Engineering Support

Join Us and Youll

• Help define and elevate the assessment experience for learners and professionals around the world
• Collaborate with talented, mission-driven colleagues across regions
• Work in a culture that values trust, innovation, and transparency
• Have the opportunity to grow, lead, and make your mark in a high-impact, global organization

Key Responsibilities

• Develop and execute the technical support strategy, aligning it with global business objectives. Drive continuous improvement in support processes, tools, and methodologies.
• Lead and inspire a team of technical support engineers, team leads, and managers. Foster a high-performance culture of accountability, collaboration, and continuous learning.
• Oversee daily support operations, ensuring that key performance indicators (KPIs) like response time, resolution time, and customer satisfaction (CSAT) are consistently met or exceeded. Manage escalations and critical incidents, providing timely and effective resolution.
• Interact directly with clients to resolve complex technical issues, provide clear communication, and ensure customer satisfaction.
• Partner with product management, engineering, customer success, and sales teams to provide customer feedback, drive product improvements, and ensure a seamless customer experience. Act as the voice of the customer within the organization.
• Drive root cause analysis and implement corrective actions to reduce recurring issues
• Attract, hire, and retain top technical talent. Implement robust training and career development programs to enhance the skills and growth of team members.

Additional Position Information:

• Remote India Opportunity
• Core Hours: 2 PM to 11 PM (IST)/ Rotational Shifts as per the Business Requirement
• Core Days Worked: Monday - Friday

Desired Attributes (Key Skills)

• 10+ years of experience in technical support or a related technical customer-facing role, including 5+ years in a leadership role
• Strong client-facing skills and the ability to build trust and credibility with external stakeholders.
• Proven experience in scaling and leading a technical support organization
• Strong troubleshooting skills and experience with cloud-native systems (AWS, GCP, or Azure)
• Proficiency with monitoring and logging tools (e.g., Datadog, Grafana, ELK, Splunk)
• Familiarity with DevOps workflows, CI/CD pipelines, and incident management practices
• Experience in high-availability, large-scale systems and a strong understanding of performance optimization
• Exceptional leadership, communication, and interpersonal skills.
• Demonstrated ability to think strategically and translate vision into actionable plans.
• Strong analytical and problem-solving skills, with experience using data to drive decisions.
• Proven ability to manage crises and work under pressure in a dynamic environment.
• Ability to work effectively across time zones and with global teams

Total Rewards - The Benefits

• Competitive Pay
• Healthy Work Culture
• Career Growth Opportunities
• Learning and Development Opportunities
• Company-Sponsored Health Insurance
• Referral Award Program
• Company-Provided IT Equipment (for remote team members)
• Transportation Program (for on-site team members)
• Company-Provided Meals (for on-site team members)
• 14 Company-Provided Holidays
• Generous Leave Program

Learn more at www.meazurelearning.com

Meazure Learning is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Meazure Learning is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Meazure Learning are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Meazure Learning will not tolerate discrimination or harassment based on any of these characteristics.