This role is at the heart of resolving the most challenging technical escalations, ensuring customers receive timely, accurate, and effective resolutions. You’ll act as a trusted technical advisor, diving deep into system behavior, diagnosing intricate issues, and leading critical discussions with high-impact customers.
Key Responsibilities
- Build and maintain advanced knowledge of the platform, staying ahead of changes and emerging issues to serve as a go-to expert in your domain.
- Lead investigations into complex technical escalations, coordinating across teams to deliver precise, scalable solutions under pressure.
- Host technical office hours and training sessions, empowering the global support team with tools, insights, and best practices.
- Collaborate with Engineering and Product to surface product gaps, advocate for customer needs, and influence roadmap decisions that improve reliability and usability.
What We’re Looking For
You’re a technically adept problem solver who thrives in fast-moving environments. You take ownership of ambiguous challenges, learn quickly, and communicate clearly across technical and non-technical audiences. Your approach balances customer needs with engineering realities, and you’re motivated by raising the skill level of those around you.
- Proven experience in technical support, solutions engineering, or a related field dealing with complex software systems.
- Strong ability to learn new technologies rapidly and apply them to real-world customer scenarios.
- Experience mentoring teams, leading knowledge-sharing initiatives, or driving process improvements.
- Familiarity with tools like Zendesk, Jira, and Confluence is a plus.
- A degree in Computer Science, Engineering, or a related field is preferred but not required.
Work Environment
This position operates in a hybrid model, designed to support flexibility and work-life balance. You’ll work alongside a collaborative, inclusive team that values thoughtful problem-solving, continuous learning, and mutual support.
Benefits & Development
- Comprehensive healthcare, dental, mental health, and parental planning coverage
- 401(k) with company match and generous equity package including RSUs and an employee stock purchase plan
- Fitness reimbursements and paid time off
- Structured onboarding, ongoing product training, and access to internal mentorship programs
- Career development opportunities across technical and leadership paths
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic. We welcome applicants from all backgrounds.
