Support Engineering Lead
$105,000–$160,000 year
RemoteUnited States
Job Summary
Lead and coach a team of Support Engineers, driving accountability while acting as the primary escalation point for complex technical issues and enterprise customer situations. Dive into tickets, debug API problems, join customer calls, and lead incident response alongside the team. Build operational processes including incident management, escalation playbooks, and internal quality review frameworks. Define team metrics and dashboards to identify trends and drive continuous improvement. Partner with Engineering, Product, and Customer Success to advocate for customer needs and champion AI automation adoption. Lead hiring, onboarding, and career development to scale the organization, while representing the support function in cross-functional forums.
Required Qualifications
- 7+ years in technical support, support engineering, software engineering, or a related technical role
- 3+ years managing technical support teams, including performance management and coaching
- Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
- Experience in both startup and larger company environments
- Experience running high-volume support operations with enterprise SLAs and on-call responsibilities
- Track record of building or improving processes around incident response, escalations, and service quality
- Remote - United States, West Coast preferred
Desired Qualifications
- Hands-on technical background, prior software development experience is a strong plus
- Proficiency with SQL and REST APIs; comfortable using debugging and observability tools
- Able to go deep technically and lead people effectively, both matter in this role
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