At a glanceSummarised by Seekless from the posting.
Must have53
Lead, mentor, and develop a team of Technical Support Engineers
Establish clear goals, expectations, KPIs, and performance standards
Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions
Build technical and leadership capabilities within the team through structured training and mentoring
Identify skill gaps and create training and cross-training plans
Manage shift coverage and ensure adequate support capacity across global time zones
Foster a culture of ownership, accountability, collaboration, and continuous improvement
Identify high-potential team members and create opportunities for career progression
Own the overall technical support experience for assigned customers and customer segments
Provide leadership oversight for critical and complex customer issues
Partner with Customer Success and Account Management teams on strategic and enterprise accounts
Participate in customer calls for critical escalations and technically complex issues
Ensure customer issues are communicated clearly, proactively, and professionally
Build strong relationships with technical stakeholders at strategic customers
Identify recurring customer pain points and drive them toward permanent solutions
Act as an escalation point for complex technical issues that cannot be resolved by frontline support
Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems
Work closely with Engineering and Product teams to troubleshoot product defects and technical issues
Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context
Maintain ownership until the issue is resolved and appropriately communicated to the customer
Ensure SLA commitments are consistently met
Lead or support P0/P1 critical incidents and customer-impacting outages
Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success
Ensure timely internal and external communication during major incidents
Maintain incident timelines, action items, and stakeholder communication
Drive Root Cause Analysis (RCA) and post-incident reviews
Track corrective and preventive actions to completion
Identify recurring incidents and initiate Problem Management activities
Continuously improve incident response and escalation processes
Own support operational metrics including CSAT, TTFR, TTR, SLA adherence, backlog, escalation volume, resolution efficiency, and customer-impacting incidents
Monitor team performance and identify operational trends
Build dashboards and reports for leadership
Conduct regular operational reviews and establish improvement plans
Optimize workflows, queues, staffing, and escalation processes
Ensure support processes are documented, followed, and continuously improved
Work closely with Engineering, Product Management, Customer Success, QA, Infrastructure/DevOps, and Professional Services
Represent the voice of the customer internally and ensure customer-impacting issues receive appropriate visibility
Drive creation and maintenance of technical documentation and Knowledge Base content
Establish documentation standards for troubleshooting and known issues
Identify repetitive support activities suitable for automation
Encourage the use of scripts, APIs, dashboards, AI, and automation to improve support efficiency
Develop troubleshooting guides, runbooks, escalation templates, and internal playbooks
Promote self-service capabilities to reduce repetitive support volume
Forecast support demand based on customer growth, product adoption, historical ticket volumes, and upcoming releases
Develop staffing and capacity plans aligned with business growth
Identify opportunities to improve support scalability without compromising customer experience
Participate in hiring and workforce planning
Establish support coverage models for global customers and critical accounts
Partner with leadership on long-term support strategy and organizational planning
Partner with Product and Engineering teams during major product releases
Ensure Support is adequately prepared for new features and product changes
Drive release-readiness activities including product training, documentation, troubleshooting guides, known issues, support communication, and escalation paths
Provide customer-impact feedback before and after major releases
1. People Leadership & Team Management
•
Lead, mentor, and develop a team of Technical Support Engineers.
•
Establish clear goals, expectations, KPIs, and performance standards.
•
Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions.
•
Build technical and leadership capabilities within the team through structured training and mentoring.
•
Identify skill gaps and create training and cross-training plans.
•
Manage shift coverage and ensure adequate support capacity across global time zones.
•
Foster a culture of ownership, accountability, collaboration, and continuous improvement.
•
Identify high-potential team members and create opportunities for career progression.
2. Customer & Enterprise Support
•
Own the overall technical support experience for assigned customers and customer segments.
•
Provide leadership oversight for critical and complex customer issues.
•
Partner with Customer Success and Account Management teams on strategic and enterprise accounts.
•
Participate in customer calls for critical escalations and technically complex issues.
•
Ensure customer issues are communicated clearly, proactively, and professionally.
•
Build strong relationships with technical stakeholders at strategic customers.
•
Identify recurring customer pain points and drive them toward permanent solutions.
3. Technical Escalation Management
•
Act as an escalation point for complex technical issues that cannot be resolved by frontline support.
•
Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems.
•
Work closely with Engineering and Product teams to troubleshoot product defects and technical issues.
•
Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context.
•
Maintain ownership until the issue is resolved and appropriately communicated to the customer.
•
Ensure SLA commitments are consistently met.
4. Incident & Problem Management
•
Lead or support P0/P1 critical incidents and customer-impacting outages.
•
Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success.
•
Ensure timely internal and external communication during major incidents.
•
Maintain incident timelines, action items, and stakeholder communication.
•
Drive Root Cause Analysis (RCA) and post-incident reviews.
•
Track corrective and preventive actions to completion.
•
Identify recurring incidents and initiate Problem Management activities.
•
Continuously improve incident response and escalation processes.
5. Support Operations & SLA Management
•
Own support operational metrics including:
•
CSAT
•
Time to First Response (TTFR)
•
Time to Resolution (TTR)
•
SLA adherence
•
Backlog
•
Escalation volume
•
Resolution efficiency
•
Customer-impacting incidents
•
Monitor team performance and identify operational trends.
•
Build dashboards and reports for leadership.
•
Conduct regular operational reviews and establish improvement plans.
•
Optimize workflows, queues, staffing, and escalation processes.
•
Ensure support processes are documented, followed, and continuously improved.