Why This Job is Featured on The SaaS Jobs
This Support Engineering Manager role sits at a core SaaS pressure point: keeping enterprise customers productive when a cloud product is under stress. The remit spans production-down incidents, complex escalations that require development engagement, and the operational discipline behind reliable service delivery. In SaaS terms, it is a frontline leadership position where customer experience, platform stability, and internal execution meet.
For a SaaS career, the role builds durable strengths in incident command, stakeholder communication, and support operations that scale. Ownership of team KPIs and the mandate to refine training and processes create exposure to the mechanics of continuous improvement, not just case management. Regular collaboration with Product Engineering, Sales, and Support leadership also develops the cross-functional fluency that matters in subscription businesses, where retention and trust are shaped by how issues are handled.
This position tends to suit managers who enjoy coaching senior technical specialists while staying close to high-severity problem solving. It fits professionals comfortable translating between technical detail and executive updates, and those who prefer roles with clear accountability for outcomes. An interest in structured incident response and operational rigor is a strong signal of alignment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
AsaManager for ourAdvancedSupport Engineeringteam, you will be a key leader in driving the success of our Enterprise Support organization. Your primary responsibility is to providehigh-level support and guidanceto your team of Advanced Support Engineers, who are on the front lines of remediating highly visible, production-down incidentsas well as complex technical cases that requiredevelopment engagement.
You will empower your team to effectively manage critical customer situations, reduce environmental risks, and maximize the value of Citrix products. This role requires a strong leader with a deep understanding of our product portfolio, exceptional communication skills, and the ability to mentor and develop a high-performing team. Your leadership will be instrumental in building customer trust and ensuring a high standard of service delivery.
Job Description/Responsibilities:
Team Leadership and Development: Manage, mentor, and coach a team ofAdvanced Support Engineers. Conduct regular performance reviews and provide continuous feedback to foster professional growth andexpertise.
Executive Communication: Be prepared to lead andparticipatein high-stakes business discussions. This includes communicating incident status, resolution plans, and risk mitigation strategies to senior leadership and key stakeholders.
Cross-Functional Collaboration: Partner with leadership across Support, Sales, and Product Engineering to ensure a coordinated approach to customer challenges and to drive improvements in our products and services.
Required Skills & Qualifications
Proven Leadership Experience: A demonstrated ability to lead, motivate, and manage a team in a fast-paced, high-pressure environment. Typically requires a University Degree or equivalent experience and minimum 7 yearspriorrelevant experience.
About Us:
Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.
Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.
If you need a reasonable accommodation due to a disability during any part of the application process, please contact us via the Bridge portal for assistance.
