Technical Support Manager

About the role

The technical support engineering team at HackerRank sits at the heart of our enterprise and full-service customer experience, helping customers hire and upskill developers at scale. As a manager for APAC, you’ll lead an L2/L3 team that makes this possible, delivering seamless integrations, smarter workflows, and faster resolutions.  

This role is equal parts strategic and hands-on. You’ll shape how we support our customers by unlocking efficiency through automation, AI, and self-serve systems, scaling impact as part of a lean, high-performing team while empowering technical talent to thrive.

What you’ll do

• Lead a high-performing team of Technical Support and Solutions Engineers across APAC - driving  ownership, technical depth, and accountability.
• Partner with Product, Engineering, and GTM leaders to close feedback loops and improve customer outcomes.
• Identify systemic issues and deliver solutions through automation and process design.
• Raise the bar for performance, coaching, and customer experience across every touchpoint.

Who you are

• A seasoned people leader with 8+ years of professional experience, including 4+ years managing technical support or solutions engineering teams across at least 2 SaaS companies.
• Strong operator who challenges the status quo and drives strategic change across peer orgs.
• Skilled communicator who simplifies complex technical issues for any audience.
• Hands-on familiarity with APIs, authentication (SSO/SAML), and debugging web applications.
• Passionate about building systems and scalable support through data, automation, and people development.
• Strategic thinker with a strong technical background and builder’s mindset, passionate about automation, data-driven decisions, and scalable support models.

Even better if you have

• Experience with HR tech, ATS systems, or developer productivity tools.
• Proven success implementing AI or automation in support workflows.
• Background in global or 24x7 support operations.

You will thrive in this role if

• You take pride in shaping not only your team but also how peer orgs evolve around you.
• You’re motivated by scaling through systems, automation, and process innovation.
• You have a record of turning ambiguity into action and consistently delivering at scale.
• You hold high standards for yourself and others, and know how to elevate team performance to meet them.