About the Role
This position leads a team of technical support engineers, diagnosing and resolving advanced product issues while improving internal processes and customer outcomes.
Responsibilities
- Lead a team of technical support engineers handling escalated product issues
- Diagnose and resolve complex technical problems with hardware and software systems
- Collaborate with engineering and product teams to identify root causes
- Develop and maintain technical documentation and troubleshooting guides
- Mentor junior engineers in best practices and escalation protocols
- Monitor support metrics and implement improvements to reduce resolution time
- Serve as a technical escalation point during critical incidents
- Contribute to product improvement recommendations based on customer feedback
- Drive post-mortem analyses after major system outages or failures
- Ensure consistent communication between support, engineering, and product teams
- Train team members on new product features and system updates
- Improve support workflows to increase efficiency and accuracy
- Maintain deep understanding of system architecture and integration points
- Support onboarding of new technical staff
- Participate in on-call rotation for urgent technical issues
- Evaluate tools and systems used in technical support operations
- Escalate critical bugs and feature gaps to development teams
- Track and report on key performance indicators for support team
- Foster a culture of continuous learning and technical excellence
- Coordinate with customer success teams on high-priority accounts
- Ensure compliance with data security and privacy standards
- Optimize knowledge base content for internal and external use
- Assist in roadmap planning for support tooling and infrastructure
- Lead initiatives to improve first-contact resolution rates
- Promote cross-team collaboration to enhance product reliability
Compensation
Competitive salary with benefits package
Work Arrangement
Hybrid work model
Team
Part of the engineering support team focused on product reliability and customer success
Our Culture
- We value transparency, accountability, and continuous improvement
- Team members are encouraged to take ownership and drive change
- Collaboration across departments is central to our approach
- We prioritize learning from failures and iterating quickly
Growth Opportunities
- Access to professional development resources and training
- Clear pathways for advancement within technical and leadership tracks
- Regular feedback and performance reviews
- Opportunities to lead cross-functional initiatives
Available for qualified candidates
