About the Role
Lead a team of support engineers providing rapid, in-depth technical assistance to advanced users, focusing on debugging, tooling improvements, and reducing resolution time through scalable solutions.
Responsibilities
- Manage and mentor a team of technical support engineers
- Oversee resolution of complex technical issues reported by premium customers
- Develop processes to improve response times and support quality
- Collaborate with product and engineering teams to escalate and resolve recurring problems
- Monitor key performance metrics for support operations
- Identify systemic issues and advocate for product improvements
- Ensure consistent documentation of troubleshooting procedures
- Train team members on new features and debugging techniques
- Drive adoption of automation to reduce manual workload
- Coordinate with cross-functional teams during critical incidents
- Maintain a deep understanding of the platform's architecture and tooling
- Optimize workflows to increase team productivity
- Conduct regular performance reviews and career development discussions
- Foster a culture of accountability and technical excellence
- Respond to urgent issues outside standard business hours when necessary
Nice to Have
- Experience supporting developer-facing platforms
- Background in full-stack development
- Familiarity with AI-powered coding tools
- Exposure to large-scale user support operations
- Prior work in startup or high-growth technology environments
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid
Team
Part of the customer support engineering team focused on high-tier user assistance
Why This Role Matters
Premium users rely on timely, expert support to maximize their productivity. This role ensures the support team delivers technically accurate, efficient, and scalable assistance while feeding insights back into product development to prevent future issues.
What We Value
Ownership of outcomes, clear communication, technical depth, empathy for users, and a drive to improve systems over time. We value leaders who can balance immediate support demands with long-term platform improvements.
Available for qualified candidates
