About the Role
Lead advanced technical support efforts by diagnosing and resolving high-impact customer issues while mentoring team members and driving process improvements across support systems.
Responsibilities
- Diagnose and resolve escalated technical issues affecting enterprise customers.
- Serve as a technical authority for complex product and integration challenges.
- Mentor and guide junior engineers across support teams.
- Collaborate with engineering and product teams to identify root causes.
- Document solutions and share knowledge across support channels.
- Improve support tools and workflows to increase resolution efficiency.
- Respond to critical customer incidents with urgency and precision.
- Analyze trends in support data to anticipate recurring problems.
- Participate in on-call rotations for high-severity cases.
- Drive cross-team initiatives to enhance customer experience.
- Translate technical details into clear explanations for non-technical stakeholders.
- Ensure adherence to service level agreements and support standards.
- Contribute to technical documentation and knowledge base articles.
- Support product updates and customer migrations with technical guidance.
- Evaluate new tools and technologies for support operations.
- Represent support in product review and development discussions.
- Maintain up-to-date expertise in platform architecture and integrations.
- Escalate critical bugs and feature gaps to engineering teams.
- Partner with customer success to improve technical onboarding.
- Identify opportunities to automate repetitive troubleshooting steps.
- Promote best practices in incident management and resolution.
- Assist in training programs for new support hires.
- Monitor system health and performance metrics.
- Advocate for customer needs in internal roadmap discussions.
- Ensure compliance with data security and privacy standards.
Compensation
Competitive salary and benefits package offered.
Work Arrangement
Hybrid work model with flexibility based on team and location needs.
Team
Part of a global technical support organization serving enterprise customers.
Why This Role Matters
This position plays a critical role in ensuring customer success by resolving the most challenging technical issues and shaping the future of support practices across the organization.
Career Growth
Opportunities to influence product direction, lead technical initiatives, and grow into strategic roles within the support or engineering organization.
Visa sponsorship may be available for qualified candidates.
