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.

About AMP (An NCS Company)

AMP is an industry-leading technology company providing innovative solutions to car wash operators across the country. Our products include cutting-edge software solutions such as white-labeled mobile membership apps, administrative portals, and kiosks. These solutions allow our customers to capture and use customer data at a level not seen in the car wash industry before.

AMP is a division of National Carwash Solutions (NCS). NCS has grown to become North America's largest equipment, service, and cleaning solutions provider in the car wash industry. For over five decades, National Carwash Solutions (NCS) has revolutionized the carwash industry, offering unparalleled quality and innovative technology. NCS offers the most extensive service network and is home to many trusted brands. No matter if customers are new to the industry or are looking to level up a classic site, NCS is the proven partner for operational excellence and sustainable growth.

In addition to AMP, the NCS family of brands includes MacNeil, Ryko, Vacutech, PurClean, TSS, Rain-X, ArmorAll, Black Magic, Blue Coral, USA Towel, International Drying Corporation & Shadow.

Why work for us?

We have one of the most supportive and sustainable cultures anywhere. Our team of lifelong learners has a thirst for knowledge and a passion for technology and software. We're dedicated to building world-class solutions for our customers, while also placing a high value on team rewards and personal career growth.

At AMP, you'll enjoy working with a team that:

• Thrives on solving challenging problems in real-time.
• Shares knowledge through collaboration and mentorship.
• Celebrates wins-big and small-together.
• Builds innovative solutions that transform the car wash industry.

What are we looking for?

Remote Team Leadership & Development

• 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.

Customer Support & Escalation

• 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.
• Collaborate with the Atlanta support leads to maintain unified standards for issue resolution, customer communication, and documentation.

Operational Excellence

• Maintain structured processes for ticket resolution, error logging, and proactive reporting.
• Analyze trends and system data to identify and prevent recurring issues, informing product improvements.
• Work jointly with the Atlanta team to establish standardized documentation, knowledge bases, shared KPIs, success metrics, and process improvements that enhance overall support operations.

Cross-Team Collaboration

• Partner with Product, QA, Engineering, and Account Management to resolve issues and enhance system reliability.
• Proactively share insights and feedback from your region to AMP's headquarters and collaborate with Atlanta counterparts to communicate recurring themes or improvement opportunities.
• Drive remote communication best practices-leveraging video calls, project management tools, and proactive reporting to stay connected.

Skills we expect you to have for your position:

• 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.

Bonus Points

• Experience with analytics tools (Power BI, SQL, Python).
• Familiarity with CRM, customer success, or ticketing platforms.
• Background in SaaS, IoT, or hardware/software ecosystems.

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

Salary range: $95,000 - $105,000 annually

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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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