Technical Engineering Manager

About the role

ActiveCampaign is looking for a Manager, Technical Engineering to lead a specialized team of Technical Representatives and Specialists in Heredia, Costa Rica. The role blends hands‑on engineering work with people leadership, providing technical authority across cross‑functional partnerships.

Key responsibilities

• Debug complex code, API, and architecture issues; write scripts and internal tools in Python, JavaScript/TypeScript, and SQL.
• Lead and mentor a growing team of technical reps and specialists, conducting 1:1s, huddles, and development plans.
• Manage queue health and operational metrics (TRT, FRT) using Zendesk, Telescope, and Jira.
• Own critical escalations, resolving a significant share of Tech‑to‑Engineering issues and maintaining escalation rate at 15%.
• Partner with Product, Engineering, and AI teams to represent technical needs and track defects in Jira.
• Build and maintain Looker and SQL dashboards for productivity reporting.
• Identify automation opportunities, prototype AI‑assisted tools, and evaluate LLM/API feasibility.

Required profile

• 5+ years of hands‑on experience in software engineering, technical support, or SRE/DevOps roles.
• 1–2+ years of people‑management experience leading technical staff.
• Proven ability to read, debug, and analyze code and system architecture alongside core engineering teams.
• Track record of improving operational metrics in a technical support environment.

Required skills

• Python
• JavaScript/TypeScript
• SQL
• APIs, webhooks, logs, data pipelines
• Zendesk
• Jira
• Looker

What we offer

• Comprehensive health & wellness benefits, including medical, dental, telehealth, and Calm subscription.
• Growth & development programs such as LinkedIn Learning and career advancement opportunities.
• Generous paid time off and a four‑week paid sabbatical after five years.
• In‑office meals, transportation perks, home‑office stipend, and a supportive collaborative culture.