The opportunity
When a complex issue moves beyond frontline Support, Support Engineering investigates the problem using customer context, application behavior, logs, databases, integrations, APIs, and code-level context. The team determines whether the issue can be resolved through…
What you'll do
Lead, coach, and develop Support Engineers through regular feedback,: technical mentorship, career development, and clear expectations for ownership and judgment.
Stay close to complex investigations by reviewing technical work, joining: escalations when useful, and coaching the team on APIs, integrations, logs, databases, data issues, configuration, and product behavior.
Build shared operating standards across Support, Support Engineering,: Product, and Engineering that help frontline Support resolve more issues independently, reduce customer effort, and ensure Engineering receives clear, actionable escalations when code changes are needed.
Partner with Engineering and Product to synthesize recurring customer: patterns, validate defects, improve supportability, and determine whether the right solution is a code change, documentation, tooling, enablement, or process improvement.
Identify the highest-leverage friction in the team’s workflows and ship: practical improvements to tooling, diagnostics, routing, documentation, and operating processes.
Hire and onboard future Support Engineers, help define the team’s career: path, and build a scalable model for technical growth as the function expands across regions.
What they're looking for
- Track and improve the outcomes that matter: resolution speed, escalation quality, frontline self-sufficiency, customer effort, recurring issue reduction, and Engineering time spent on confirmed defects and roadmap work.
- You have direct people-management experience leading a technical support,: developer support, production support, or support engineering team in a B2B SaaS or similarly complex software environment.
- You are energized by hands-on people leadership: reviewing work, giving precise feedback, raising technical judgment, and helping strong engineers grow.
- You have coached an Engineer through a specific technical or judgment gap and: can point to what changed as a result.
