Technical Support Engineering Manager, AI Meeting Assistant
As a Technical Support Engineering Manager for Krisp AI Meeting Assistant (MA), you will lead a team of Technical Support Engineers while remaining deeply hands-on in complex technical investigations and customer escalations.
At Krisp, managers are strong technical contributors. You will own high-impact cases end-to-end, act as the highest point of escalation for critical issues, and work closely with Product and Engineering to ensure structured, high-quality resolution of customer problems.
You will combine deep technical expertise, operational excellence, and people leadership to protect and grow customer trust while scaling the MA support function.
What you'll do
- Act as the highest technical escalation point for complex, high-priority MA-related customer issues
- Personally handle critical customer complaints and enterprise-level escalations
- Reproduce issues in Windows, Mac, and web environments by closely mirroring customer setups
- Perform structured deep-dive investigations using logs, diagnostic outputs, HAR files, and debugging tools
- Troubleshoot networking-related issues including DNS, TLS, proxies, latency, and bandwidth
- Investigate and support SSO and VDI environments (Okta, Azure AD, Google Workspace, etc.)
- Produce high-quality internal investigation reports documenting reproduction steps, impact, and findings for Product and Engineering
- Collaborate closely with Product and Engineering to triage issues, validate fixes, and influence prioritization
- Analyze ticket trends and recurring incidents to identify product gaps and drive long-term improvements
- Lead, mentor, and coach Technical Support Engineers on deep investigation techniques and effective customer communication
- Set clear quality standards for escalation management, documentation, and structured troubleshooting
- Own support performance metrics including SLA adherence, resolution quality, and customer satisfaction
- Manage and optimize Zendesk or other ticketing systems, including configuring workflows, automations, SLAs, routing rules, and reporting dashboards
- Improve support workflows, escalation frameworks, and Jira processes to ensure scalable operations
- Stay up to date with Krisp’s MA architecture, integrations, and releases to better interpret customer reports and anticipate impact.
What we are looking for
- 6+ years of experience in technical support, customer engineering, or similar SaaS roles, with significant direct customer-facing experience
- 2+ years of people management or strong technical leadership experience
- Proven experience handling complex technical escalations and driving issues to resolution end-to-end
- Demonstrated expertise in deep technical investigations, including interpreting logs and systematically reproducing issues
- Deep understanding of Windows and Mac systems and web environments (browsers, APIs, networking fundamentals such as DNS, TLS, proxies, latency, and bandwidth)
- Hands-on experience with Zendesk or other ticketing systems (Salesforce Service Cloud, Jira Service Management, etc.), including configuration of workflows, automations, SLAs, and reporting
- Strong analytical and problem-solving skills with a methodical approach and high attention to detail
- Excellent written and verbal English communication skills, with the ability to explain complex technical findings to both technical and non-technical audiences
- Proven track record of effective collaboration with Product, Engineering, Sales, and Customer Experience teams
- Experience with or exposure to VDI and SSO technologies is a strong plus
- Ability to manage multiple escalations in parallel, prioritize based on business impact, and remain calm under pressure.
