Support Engineering Manager

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not currently able to sponsor work visas. Support Engineering Manager (Remote Team – Western U.S. Coverage) As a Support Engineering Manager, you will lead AMP’s new Support Engineering team based in Honolulu, HI. This team is being established to complement our Atlanta-based support organization—extending coverage, increasing responsiveness, and enhancing the customer experience for operators across U.S. time zones. You will play a critical role in building strong collaboration and process alignment with the Atlanta support headquarters, ensuring consistent service standards, smooth handoffs between time zones, and a unified customer experience. Together with the Atlanta team, the Hawaii team will enable 17‑hour‑per‑day, 7‑day‑a‑week customer support coverage. The Hawaii team’s standard operating hours will be 10:30 a.m. to 6:30 p.m. HST, including staffed weekend support as part of AMP’s extended coverage model. As the Support Engineering Manager, you will serve as both a leader and a hands‑on contributor. You’ll manage and develop a growing team of support engineers while also engaging directly in day‑to‑day customer support activities—resolving complex technical issues, monitoring system performance, and ensuring every customer interaction reflects AMP’s commitment to excellence. This hybrid role requires someone who is as comfortable mentoring a team and driving process improvements as they are rolling up their sleeves to troubleshoot and deliver solutions in real time. This role requires a leader who can foster a strong culture of accountability and collaboration in a fully remote environment. You will thrive in fast‑paced, dynamic situations—mentoring your team, driving operational excellence, and ensuring AMP customers receive the high‑touch, reliable support that sets us apart. Responsibilities Lead, coach, and manage a fully remote team of Support Engineers based in Honolulu, HI, covering western U.S. time zones. Foster a culture of ownership, accountability, and continuous improvement while building strong team cohesion remotely. Ensure consistent alignment and communication with AMP’s Atlanta‑based Support Team, maintaining high visibility across distributed teams. Coordinate daily handoffs and shared visibility into queues, metrics, and escalation priorities between the Hawaii and Atlanta teams to ensure 24/7 continuity of support. Lead and participate in technical support operations, including responding to customer inquiries, managing escalations, and performing root‑cause analysis for complex issues. Serve as the final point of escalation for customer‑impacting problems in your region. Partner directly with customers in your coverage area, building trust and long‑term relationships through responsive, expert support. Maintain structured processes for ticket resolution, error logging, and proactive reporting. Analyze trends and system data to identify recurring issues, informing product improvements. Collab­orate with the Atlanta support leads to establish standardized documentation, knowledge bases, shared KPIs, success metrics, and process improvements that enhance overall support operations. Collaborate with Product, QA, Engineering, and Account Management to resolve issues and enhance system reliability. Drive remote communication best practices—leveraging video calls, project management tools, and proactive reporting to stay connected. Qualifications Bachelor’s degree in a technical or related field. 4–6 years of professional experience, including at least 2 years in a leadership role managing remote or distributed technical teams. Demonstrated ability to lead remote teams with autonomy while maintaining strong alignment with a central office. Excellent communication skills with proven success operating across time zones. Strong technical troubleshooting experience (error logs, systems analysis, root cause). Data‑driven mindset with experience identifying patterns, tracking KPIs, and driving operational improvements. Self‑motivated, proactive, and highly organized with the ability to balance multiple priorities under pressure. Perks & Culture Fully remote role with a focus on supporting customers in the western U.S. time zones. Team presence in Honolulu, HI, allows you to collaborate with colleagues located in one of the country’s most dynamic island tech markets. Strong culture of autonomy, accountability, and proactive communication across distributed teams. Regular virtual team‑building initiatives, cross‑regional collaboration, and opportunities to visit AMP’s headquarters for strategy and training. Community‑minded company with a strong emphasis on innovation, teamwork, and service. Supportive environment that values both technical excellence and work‑life balance. Benefits You Deserve Highly competitive salaries Potential equity interest in a rapidly growing company 401K plan with company matching Excellent medical, dental, and vision insurance National Carwash Solutions is a proud equal opportunity employer. We are a drug‑free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, or veteran status. #J-18808-Ljbffr