Job Description
About the Role
The Manager of Technical Support is a people-focused, technically fluent leader responsible for guiding and amplifying the impact of Lattice’s Technical Support Engineering (TSE) team within the Customer Care team. The Customer Care team partners closely with our customers and internal teams to deliver thoughtful, high-quality support across complex and high-impact scenarios.
In this role, you’ll lead experienced Technical Support Engineers who operate at the highest level of technical depth, customer complexity, and cross-functional influence. You’ll drive impact by setting clear direction, coaching for growth, and ensuring strong execution across escalations, incident response, and product-facing feedback loops. This role is ideal for a leader who enjoys developing experienced ICs and working alongside other Care and TSE managers to deliver a consistent, exceptional customer experience.
What You Will Do
Lead and develop a high-performing, inclusive team of Technical Support Engineers, providing hands-on support when needed across live chat, email, and escalations.
Coach and support the team through complex technical, customer, and cross-functional challenges.
Own team outcomes, including service quality, customer experience, and delivery on key initiatives.
Set clear priorities and direction by translating company and departmental strategy into team goals.
Partner closely with Customer Care and Technical Support Engineering leaders to align on support motions and escalation paths.
Own technical support incident response, ensuring effective coordination, communication, and resolution.
Drive continuous improvement across support processes, tooling, and advanced technical domains (e.g., HRIS, integrations, APIs), while acting as a customer advocate with cross-functional partners.
30 / 60 / 90 Day Success
Within your first 90 days, you’ll build strong relationships with your team and cross-functional partners, gain a deep understanding of Lattice’s product, technical stack, and support ecosystem, and work alongside the team to learn workflows by actively participating in ticket handling and escalations, while beginning to influence team priorities and execution.
- 6 Months / 1 Year Success
Within your first year, you’ll have established a high-performing, engaged team, driven measurable improvements in support quality and incident response, and become a trusted partner across the company, including Customer, Product, and Engineering.
What You Will Bring to the Table
- You have experience managing senior-level or staff-level technical support, solutions engineering, or similarly technical ICs.
- You bring strong people leadership and coaching skills, and you’re passionate about developing experienced professionals.
- You have a proven ability to set direction, own outcomes, and deliver results through a team.
- You’re comfortable navigating ambiguity, trade-offs, and change in a fast-paced environment.
- You communicate clearly and effectively across written, verbal, and group settings.
- You demonstrate strong customer empathy and have experience de-escalating complex or high-impact customer issues.
- You have experience working with tools such as Zendesk, Jira, and Salesforce (or equivalent).
- You bring a technical background or deep technical fluency (strongly prefer someone with fluency with using SQL, nice-to-have: Typescript)
- You’ve built or led advanced or premium support functions (a plus).
- You enjoy partnering cross-functionally and working collaboratively with other managers to drive shared outcomes.
The estimated annual cash salary for this role is $115,000 - $144,000. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; and Invest in Your People Fund
*Note on Pay Transparency:
Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and © individual candidate experience.
Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.
#LI-REMOTE
About Lattice
Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies.
Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line 📈. Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Loom, Robinhood, and Gusto.
Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
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