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National Carwash Solutions · 3 months ago

Support Engineering Manager

United States

Full-time

Remote

Mid, Senior Level

$95K/yr - $105K/yr

4+ years exp

National Carwash Solutions is an industry-leading technology company providing innovative solutions to car wash operators across the country. They are seeking a Support Engineering Manager to lead a remote team, ensuring high-quality customer support and operational excellence while fostering a culture of accountability and collaboration.

Automotive

No H1B

Responsibilities

Lead, coach, and manage a fully remote team of Support Engineers based in Honolulu, HI, covering western U.S. time zones

Foster a culture of ownership, accountability, and continuous improvement while building strong team cohesion remotely

Ensure consistent alignment and communication with AMP’s Atlanta-based Support Team, maintaining high visibility across distributed teams

Coordinate daily handoffs and shared visibility into queues, metrics, and escalation priorities between the Hawaii and Atlanta teams to ensure 24/7 continuity of support

Lead and participate in technical support operations, including responding to customer inquiries, managing escalations, and performing root-cause analysis for complex issues

Serve as the final point of escalation for customer-impacting problems in your region

Partner directly with customers in your coverage area, building trust and long-term relationships through responsive, expert support

Collaborate with the Atlanta support leads to maintain unified standards for issue resolution, customer communication, and documentation

Maintain structured processes for ticket resolution, error logging, and proactive reporting

Analyze trends and system data to identify and prevent recurring issues, informing product improvements

Work jointly with the Atlanta team to establish standardized documentation, knowledge bases, shared KPIs, success metrics, and process improvements that enhance overall support operations

Partner with Product, QA, Engineering, and Account Management to resolve issues and enhance system reliability

Proactively share insights and feedback from your region to AMP’s headquarters and collaborate with Atlanta counterparts to communicate recurring themes or improvement opportunities

Drive remote communication best practices—leveraging video calls, project management tools, and proactive reporting to stay connected

Qualification

Technical troubleshootingData-driven mindsetLeadershipProcess improvementAnalytics toolsRemote team managementSaaS experienceCRM familiarityCommunication skills