Engineering Manager leading two squads building Vanta’s customer trust products. Driving automated security assessments for a trust management platform.
About the role
- Managing global technical support for Qualitrol’s electrical asset monitoring and protection products. Leading escalations, systems, governance, and cross-functional improvement across international sites.
Responsibilities
- Lead a distributed network of factory-based and regional technical support personnel
- Own advanced escalation for complex product issues
- Standardize support processes, tools, and documentation across all product lines
- Align technical support across Generation, CBM, and Grid & GIS sites
- Establish common diagnostics, troubleshooting methodologies, and knowledge management
- Provide technical support during commissioning, deployment troubleshooting, and after-warranty support
- Own and standardize global case intake and management processes using Salesforce
- Implement automation and AI-enabled capabilities for case intake, routing, triage, assignment, prioritization, knowledge base, and self-service tools
- Establish a single global customer entry point for technical support
- Act as the primary integration and escalation authority between Field Service, Engineering, and Quality
- Define escalation pathways and ownership boundaries
- Escalate systemic product and design issues and drive reliability, robustness, and serviceability improvements
- Link support cases with engineering systems such as JIRA
- Provide technical ownership for NCR, RMA, and field failure inputs
- Support root cause investigations and corrective actions
- Define and manage global KPIs including resolution cycle time, first-time fix rate, repeat failure rates, and customer satisfaction
- Lead structured root cause problem solving and standardize PIR processes globally
- Establish and enforce global TST governance, review forums, escalation frameworks, ownership, and decision rights
- Own global support systems, ticketing, knowledge base, and analytics platforms
- Ensure alignment with QMS processes and governance requirements
- Drive visibility and reporting of technical issues, systemic risks, and performance trends
Requirements
- Bachelor’s Degree in Electrical Engineering, Electronics, or related field (required)
- 7+ years in technical support, engineering, or field service
- Experience across multiple product lines or complex systems
- Demonstrated leadership in global or multi-site environments
- Strong troubleshooting and structured problem-solving capability
- Strong communication across technical and non-technical audiences
- Proven ability to influence across engineering, service, and quality functions
- Effective leadership across global teams and time zones
- Travel to manufacturing and customer sites as required
- Exposure to industrial environments
- High level of analytical and problem-solving capability
- Ability to manage complex, cross-functional issues
- Strong prioritization and decision-making under pressure
Benefits
- Hybrid working model with global coordination responsibilities
- Travel to manufacturing and customer sites as required
- Exposure to industrial environments
- Equal opportunity employer
- Reasonable accommodations for applicants with disabilities
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