Technical Support Engineering Manager

Who We Are Verkada is transforming how organizations protect their people and places with an integrated, privacy-sensitive AI-powered platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management. We’ve got serious momentum in the market: more than 30,000 customers (including 100+ of the Fortune 500), a $5.8B valuation , more than $1 billion in annualized bookings, and backing from CapitalG, Sequoia Capital, General Catalyst, Felicis Ventures, Next47 and more. Physical AI is one of the most consequential technology shifts of our time, and Verkada is at the center of it. You can look at all kinds of communities to see our platform’s impact in the world. It's the retailer that uses our agentic AI to deter theft before it happens. The warehouse that uses AI-powered alerts to make sure its team is protected on the floor with proper PPE. The school that’s alerted to a threat in real-time and triggers a lockdown in seconds, not minutes. We’re rapidly scaling this impact: today, more than 2 million Verkada devices are deployed across 170+ countries. About the Role Verkada is seeking a Manager for our Technical Support Engineering team. We are looking for a technical leader who will help grow our global team dedicated to supporting our customers 24/7 across the full Verkada platform. This individual must have deep technical roots, the ability to bring out the best of the organization to solve complex customer challenges, a proven track record of building and developing teams, experience managing people, and the ability to advocate internally for customer and support team needs. You will partner closely with Engineering and Product teams to translate front-line signals into product improvements and scalable processes. We are committed to a thriving in-office culture. This role requires that you be on-site at our office in San Mateo, CA 5 days a week. What You'll Do Provide training, coaching, and feedback to ensure Technical Support Engineers master the Verkada portfolio and resolve customer issues Build the team: Hire, mentor, and grow a strong bench of networking, systems, and security experts who deliver high-touch customer service Track and define metrics: Measure team performance to ensure we deliver on our high expectations of technical support. Build and refine processes to monitor and drive continuous improvement Customer management: Be the authoritative voice of Verkada Support when speaking with customers Cross-functionally partner with Engineering and Product to solve issues and share structured customer insights and feedback What You Bring 2+ years of people leadership experience, ideally in a technical support or customer-facing engineering function 5+ years of professional experience in a technical role Bachelor's or Master's degree in a technical discipline Ability to communicate complex technical matters clearly, both orally and in writing Excellent customer service skills Ability to multitask and prioritize in a fast-paced environment Demonstrated problem-solving skills and attention to detail Employee Benefits Verkada is committed to fostering a workplace environment that prioritizes the holistic health and wellbeing of our employees and their families by offering comprehensive wellness perks, benefits, and resources. Our benefits and perks programs include, but are not limited to: Healthcare programs that can be tailored to meet the personal health and financial well-being needs. Premiums are 100% covered for the employee under at least one plan and 80% for family premiums under all plans Nationwide medical, vision, and dental coverage Health Saving Account (HSA) with annual employer contributions and Flexible Spending Account (FSA) with tax saving options Expanded mental health support Paid parental leave policy & fertility benefits Time off to relax and recharge through our paid holidays, firmwide extended holidays, flexible PTO, and personal sic