About the Role
The Head of Support Engineering will build and manage a high-performing team focused on solving technical escalations, improving customer outcomes, and enhancing internal tooling. This role combines leadership, technical depth, and operational excellence to ensure scalable support systems.
Responsibilities
- Recruit, mentor, and lead a team of support engineers across multiple time zones
- Develop processes to handle technical escalations efficiently and consistently
- Collaborate with product and engineering teams to address root causes of customer issues
- Define key metrics for support performance and drive continuous improvement
- Serve as a technical escalation point for critical customer incidents
- Improve documentation and knowledge-sharing systems across support functions
- Evaluate and implement tooling to increase team productivity and response quality
- Ensure alignment between customer feedback and product development priorities
- Lead post-mortems for major incidents and advocate for preventive solutions
- Drive automation initiatives to reduce repetitive support tasks
- Establish best practices for debugging complex integration issues
- Work closely with customer-facing teams to improve technical onboarding
- Manage team workload and prioritize urgent technical investigations
- Foster a culture of accountability, learning, and customer focus
- Represent support engineering in executive discussions and planning cycles
Nice to Have
- Experience in B2B SaaS or developer-focused technology companies
- Background in building support engineering functions from the ground up
- Hands-on experience with infrastructure as code or CI/CD pipelines
- Familiarity with data interchange standards such as EDI, JSON, or XML
- Prior leadership in high-availability or mission-critical systems
- Exposure to security and compliance frameworks in technical support
- Track record of reducing escalations through product or process changes
Benefits
- Comprehensive health, dental, and vision coverage
- Unlimited paid time off policy
- Company-wide winter and summer shutdowns
- Annual learning and development stipend
- Home office setup reimbursement
- Family planning and parental leave benefits
- Equity participation in a growing company
- Flexible work schedule with no mandatory office days
Compensation
Competitive salary and equity package
Work Arrangement
Remote-first with flexible hours
Team
Part of the global customer success organization
Our Values
We value clear communication, technical rigor, and customer empathy. Decisions are driven by data and long-term impact. We prioritize sustainable growth over short-term wins and expect leaders to model these principles.
Diversity, Equity, and Inclusion
We are committed to building a diverse and inclusive workplace. We encourage applications from individuals of all backgrounds and experiences, particularly those historically underrepresented in tech.
Available for qualified candidates
