Manager II, Technical Support Engineer

As a Manager II, Technical Support Engineer, you’ll lead a regional team of Partner/Support Engineers serving advertisers and Martech/Business partners across segments — from Tier 1 partners and Enterprise advertisers to Tier 2–3 partners and SMB advertisers — and across Pinterest products and APIs. You’ll own your region’s partner and advertiser relationships, goals, and metrics, lead key programs within the team, and grow the technical and professional capabilities of your engineers — while staying close enough to the technology to guide complex escalations and integrations. 

What you’ll do:

• Team leadership: Lead, coach, and develop a regional team of Partner/Support Engineers, setting clear objectives and holding the team accountable for outcomes while operating as a player-coach who can step in directly when needed to unblock the team and model excellence.
• People development: Manage performance, deliver real-time developmental feedback, and grow careers through coaching, exposure, and stretch assignments; foster a psychologically safe, inclusive environment while leading by example in day-to-day execution.
• Partner & advertiser ownership: Own advertiser and partner relationships, goals, and metrics for your region across segments — Tier 1 partners/Enterprise advertisers through Tier 2–3 partners and SMB advertisers — together with XFN stakeholders; ensure the team deeply understands partner problems and delivers user-centric solutions, while personally engaging on priority accounts and complex situations as needed.
• Segment expansion: Help scale PinTech support coverage into new customer segments (e.g., GCR, SMB) and new products/oncalls, adapting the team’s support model to each segment’s needs and rolling up your sleeves to validate and refine the approach in practice.
• Program leadership: Lead key programs within the team, defining scope, milestones, and success criteria, and actively drive execution alongside the team to accelerate outcomes.
• Escalation management: Act as the escalation point for the team, leading resolution of complex, high-severity, cross-system technical issues and helping the team recover momentum after setbacks, including directly engaging in the toughest problems when needed.
• XFN collaboration: Partner with Product, Engineering, Sales, and Partnerships to identify and prioritize the needs of tiered advertisers and Martech/Business partners, serving as both a strategic leader and hands-on operator in cross-functional work.
• Metrics & continuous improvement: Establish and monitor team and partner metrics (adoption, onboarding, product usage, quality/SLAs); review operations and drive continuous improvement through both coaching and direct ownership of high-impact initiatives.
• Roadmap influence: Relay insights and feedback from priority clients to Product and Engineering to influence the API product roadmap, drawing from both team learnings and your own direct engagement with partners and technical issues.
• Technical guidance: Stay hands-on enough to guide the team on API integrations, debugging, and data investigations, retaining strong individual technical skills and selectively diving in on complex cases to coach through problems in real time.
• AI-driven scale: Champion and lead AI-driven solutions and automations across the team to scale support and operational efficiency, while experimenting directly with new tools and workflows to model adoption.
• Communication: Communicate clearly and concisely to all levels of leadership and participate in client-facing conversations alongside Sales/Business Development as needed, including stepping in personally for high-priority partner discussions.

What we’re looking for:

• 2+ years of people/team management experience leading client-focused technical teams, on top of a strong Support/Solution/Partner Engineering background (~5+ years overall)
• Background in Ad Tech, MarTech, or eCommerce
• Strong individual technical skills: reading and writing complex scripts for data manipulation and API integrations (e.g., Python or shell scripting), SQL and data analysis, and debugging complex multi-system integrations. Familiarity with the team’s toolset (SQL/Presto/Spark, Tableau/Superset, Postman/Bruno, Kibana, GitHub/Sourcegraph, Airflow, AI agents/MCPs, etc.) is a plus
• Demonstrated care for both team health/metrics and advertiser/partner outcomes and shared goals
• Ability to manage ambiguity, make timely high-quality decisions, and manage stakeholder relationships
• Excellent written and verbal communication and client-facing/executive presence
• Ability to leverage AI to enhance work quality and decisions, and champion AI experimentation within the team
• Based in New York City or Chicago; this is a remote / hybrid role

Relocation Statement: 

• This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement Statement: 

• We recognize that the ideal environment for work is situational and may differ across departments. What this looks like day-to-day can vary based on the needs of each organization or role.
• This role does not have set in office expectations but will need access to an office for in-person collaboration as needed for business needs and therefore needs to be in a commutable distance from one of the following offices:  Chicago, IL or NYC.

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