Support Engineering Lead
You will lead and develop a team of Support Engineers while owning technical service delivery and complex escalations. You will debug API issues, participate in customer calls and incident response, establish operational processes, track service metrics, improve support tooling and automation, partner with technical and customer-facing functions, and lead hiring and onboarding.
Responsibilities
- Lead, coach, and develop Support Engineers
- Own end-to-end service delivery
- Resolve complex technical issues and enterprise customer situations
- Debug API issues
- Join customer calls
- Lead incident response
- Build incident management and escalation processes
- Define and track team metrics and dashboards
- Partner with Engineering, Product, and Customer Success
- Drive AI and automation adoption
- Lead hiring and onboarding
- Represent support in cross-functional forums
Requirements
- 7+ years in technical support, support engineering, software engineering, or a related technical role
- 3+ years managing technical support teams
- Hands-on software development experience
- SQL proficiency
- REST API proficiency
- Experience with debugging and observability tools
- Experience in startup and larger company environments
- Experience with enterprise SLAs and on-call responsibilities
- Incident response and escalation process experience
- Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
Benefits
- Equity
- Early exercise for all options, including pre-vested options
- Remote work from anywhere
- Flexible paid time off
- Year-end break
- Health insurance
- Dental insurance
- Vision coverage
- 4% 401(k) or RRSP matching
- MacBook Pro
- Home office setup stipend
- Monthly meal stipend
- Monthly social meet-up stipend
- Annual health and wellness stipend
- Annual learning stipend