The opportunity
Support Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows—using application behavior, logs, databases, and customer context to…
What you'll do
Support Specialist owns cases and customer communication end-to-end.: Troubleshoots complex issues by navigating internal tooling — audit logs, user experience testing, and API testing — to help customers reach successful outcomes.
Support Engineering serves as the escalation point between Support: Specialists and Product Engineering. Owns integrations, supports data mapping and data migrations for customers, and resolves escalated tickets that don't require product code changes.
Own complex technical issues from intake through resolution or: escalation—investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved.
Set a high bar for complex technical investigations and ensure Engineering: receives clear, actionable, well-validated product issues.
Build trusted working relationships with frontline Support, Engineering,: Product, Customer Success, and customers.
Identify recurring problems and turn them into documentation, enablement,: tooling, process improvements, or product feedback.
What they're looking for
- Partner with Product and Engineering on recurring product improvements by: synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement.
- Contribute to AMER coverage, handoff, and operating practices alongside the: regional Support Engineering team while bringing customer patterns to the global Support Engineering team.
- Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence.
- You’ve worked in a hands-on, customer-centric technical role where you: independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior.
