About the Role
We're hiring the first Technical Support Engineering Managers to lead a team of Technical Support Engineers and deliver exceptional support experiences to Cursor users. In this role, you'll guide the team in engaging directly with users, solving complex technical challenges, and leveraging learnings to build internal automations and optimise support processes. You'll be at the forefront of ensuring users successfully leverage Cursor, shaping how AI-enhanced developer support operates at scale, and building the systems that make support world-class.
Ideal candidates are former support engineers with proven leadership experience, thrive in fast-paced startup environments, are passionate about developer tools, and proactively enhance processes and automation while growing the people around them.
What you'll do
- Lead, mentor, and grow a team of Technical Support Engineers through coaching, feedback, and career development.
- Serve as the escalation point for complex or urgent customer issues, collaborating with engineering to drive resolution.
- Set and monitor team goals, metrics, and processes to ensure consistent, high-quality support.
- Partner with Product and Engineering to advocate for customer needs and influence roadmap priorities.
- Drive operational excellence by improving workflows, building automations, and streamlining tooling.
- Champion documentation and knowledge sharing to empower both customers and teammates.
You may be a fit if
- Prior experience as a Technical Support Engineer or in a hands-on technical support role.
- Proven track record managing or leading a technical support team in a SaaS or developer-focused company.
- Strong debugging and problem-solving skills, with a deep understanding of software development workflows.
- Familiarity with IDEs, LLMs, and AI-powered developer tools.
- Excellent communication skills with the ability to coach teams and engage with senior external stakeholders.
- Self-starter with curiosity, creativity, and a bias for action.
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