About this role
We are looking for a Senior Application Support Engineering Manager to lead and grow our ASE team. Responsible for handling customer issues across our core operational systems — GPM Stack, Jira, and Smartsheet — and delivering small-scale automations that unblock teams across the company. Tomorrow, the team will expand in size and scope, covering additional platforms, domains, and operational dimensions. This is a senior, hands-on role . You are not just a manager — you are a technical leader who can read an architecture diagram, spot when a system is built wrong, challenge engineering decisions with substance, and jump in to build MVPs side-by-side with your team. You will be the escalation point, the process owner, the people manager, and the technical authority for support-side engineering. You will know when to act, when to delegate, and when to escalate — and you will keep a calm, structured posture under pressure. Understand system architectures across GPM Stack, Jira, Smartsheet, and adjacent tools deeply enough to identify flawed designs, anti-patterns, and technical debt that cause recurring incidents; Push back on bad architecture with evidence; partner with engineering to drive structural fixes, not just patches; Be hands-on: build MVPs, prototypes, and automations alongside the team — you code, you review, you ship; Set the technical bar for the ASE team and raise it as the team grows; Lead, coach, and develop a team of Application Support Engineers; Grow the team into new dimensions and domains as the scope expands; Set clear expectations, performance standards, and career development paths; Run 1:1s, team rituals, on-call rotations, and shift coverage; Hire, onboard, and retain strong engineers; manage underperformance decisively; Own the end-to-end customer support experience across GPM Stack, Jira, and Smartsheet; Ensure SLAs, response times, and resolution quality are consistently met; Triage, prioritize, and route incoming issues; personally handle critical escalations; Decide when to act vs. when to escalate — to engineering, product, or leadership; Drive root-cause analysis and close the loop with product and engineering teams; Oversee and contribute to the ASE team's automation work supporting other teams across the company; Identify recurring issues and convert them into automation, documentation, or product fixes; Maintain and evolve runbooks, knowledge bases, and internal support documentation; Reduce ticket volume through proactive improvements, not just reactive firefighting; Produce clear, regular reports on ticket volume, SLA performance, root causes, and team health; Communicate confidently with engineering, product, operations, and executive stakeholders; Represent the voice of the customer internally and the voice of engineering externally; Partner with product and engineering leads to influence roadmap based on support signals