Descripción
Role Overview
We are seeking a highly experienced Lead Technical Support Engineer to operate as the senior technical leader within the support organization. This role builds upon the Senior Technical Support Engineer (L2) foundation, expanding into technical leadership, cross-functional influence, and operational ownership. The Lead Engineer serves as the voice of Support with Product and Engineering, driving issue resolution at scale while enabling team effectiveness through mentorship, workflow optimization, shift-left initiatives, and continuous innovation.
Key Responsibilities
- Act as the technical escalation point for the most complex and business-critical issues.
- Represent Support in Engineering and Product meetings, speaking on behalf of customer impact and supportability.
- Lead technical discussions with Engineering and Product on defects, prioritization, and product improvements.
- Drive end-to-end workflow management including ticket prioritization, backlog health, and SLA adherence.
- Mentor and coach L1/L2 engineers, elevating technical capability and performance across the team.
- Lead shift-left initiatives to improve self-service, documentation, and first-touch resolution.
- Partner with Product and Engineering to eliminate recurring issues and improve platform stability.
- Lead major incident technical coordination and post-incident improvements.
Continuous Learning & Innovation Expectations
- Continuously upskill in emerging technical tools, platforms, and modern support technologies.
- Actively develop expertise in AI tools and capabilities to enhance troubleshooting, automation, and decision-making.
- Leverage AI as a transformative tool to improve customer experience, reduce MTTR, and drive support efficiency.
- Drive adoption of AI-enabled workflows, including knowledge generation, ticket automation, and self-service enhancements.
- Mentor team members on leveraging AI and modern tools to elevate overall team capability and scale impact.
Knowledge, Skills, and Experience
- 7+ years in technical support or related technical roles.
- Strong expertise in cloud, APIs, integrations, and system architecture.
- Proven leadership, mentorship, and cross-functional influence.
- Experience driving operational improvements and workflow optimization.
- Excellent communication skills translating technical issues into business impact.
