About the Role
Lead and develop a team of technical support and solutions engineers, ensuring high availability of systems and effective resolution of complex technical issues while aligning with product and customer success goals.
Responsibilities
- Manage and mentor a team of technical support and solutions engineers
- Drive resolution of escalated technical incidents and customer issues
- Collaborate with engineering and product teams to improve system reliability
- Oversee the implementation of scalable support processes and tools
- Ensure timely documentation and knowledge sharing across support functions
- Lead root cause analysis for critical system failures
- Develop performance metrics and service level benchmarks
- Coordinate incident response during high-severity outages
- Guide technical training programs for support staff
- Evaluate and integrate new support technologies
- Improve customer satisfaction through proactive technical engagement
- Work with security teams to maintain compliance standards
- Streamline workflows between support and development teams
- Monitor support ticket trends and recommend product improvements
- Support go-live activities for new customer implementations
- Establish best practices for technical troubleshooting
- Manage on-call rotations and response protocols
- Advocate for customer needs within product development cycles
- Ensure consistent communication during service disruptions
- Optimize support resource allocation based on demand
- Conduct regular performance reviews and career development planning
- Promote a culture of accountability and continuous improvement
- Evaluate third-party vendor support integrations
- Maintain technical documentation standards
- Lead post-mortem reviews after major incidents
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid remote work model with flexibility based on location
Team
Cross-functional collaboration within engineering, customer success, and product teams
About the Team
This team is responsible for ensuring the stability and performance of core technical systems, providing expert-level support, and driving continuous improvements in service delivery. Members work closely with engineering, product, and customer-facing units to maintain system integrity and customer trust.
Why This Role Matters
As the organization scales, maintaining robust technical support infrastructure is critical. This role directly influences system reliability, customer retention, and the speed at which technical debt is addressed across the platform.
Available for qualified candidates requiring sponsorship
