Technical Support Engineering Leader

You will lead, mentor, and develop Technical Support Engineers while serving as an escalation point for urgent customer issues. You will set goals and metrics, improve workflows and tooling through automation, partner with product and engineering, and strengthen documentation and knowledge sharing.

Responsibilities

• Lead, mentor, and develop a team of Technical Support Engineers through coaching and feedback
• Serve as the escalation point for complex or urgent customer issues and partner with engineering on resolution
• Set and monitor team goals, metrics, and processes for high-quality support
• Partner with product and engineering to advocate for customer needs and influence roadmap priorities
• Improve workflows, build automations, and streamline tooling
• Champion documentation and knowledge sharing for customers and teammates

Requirements

• Experience as a Technical Support Engineer or in a hands-on technical support role
• Experience managing or leading a technical support team in a SaaS or developer-focused company
• Debugging and problem-solving skills with an understanding of software development workflows
• Familiarity with IDEs, LLMs, and AI-powered developer tools
• Communication skills to coach teams and engage senior external stakeholders