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Support Engineering Manager/Lead
4 years ago
The Support Engineering Manager/Lead oversees a growing team of Support Engineers who provide engineering support to Unreal Engine licensees. The ideal candidate will have experience leading a customer-facing technical team (preferably developers) and a passion for delivering excellent support to internal and external customers.
Responsibilities:
- Lead a team of Support Engineers, including hiring, mentoring, and performance management.
- Identify and implement efficiencies in process and communication that improve the experience of both internal and external customers
- Establish and reinforce best practices for support
- Drive the creation of knowledge base articles and documentation to proactively address needs
- Create and maintain analytics to identify areas for change and monitor ongoing processes.
- Develop a pipeline for recruiting Support Engineers, as well as pathways for growth within the team and beyond.
- Build relationships across the organization to ensure that the team is collaborating effectively and providing value to Engineering, Sales, and other stakeholders.
- Serve as an escalation point of contact for your team, as well as an interface between Sales and Engineering.
- When needed, facilitate in-person customer and partner interactions, in conjunction with the appropriate SME’s
- Support business initiatives through appropriate resourcing and collaboration
Minimum Qualifications:
- Bachelor's degree (computers, math, science preferred) or equivalent work experience
- Demonstrated hands-on leadership and people management experience leading a technical, customer-facing team
- Excellent written and verbal communication skills
- Passion for mentoring and helping other developers
- Self-motivated individual who takes ownership of problem-solving and works proactively to improve processes
- Experience in software or game development
Limited travel (<5%) is expected in this role.
This is going to be Epic!
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