Support Engineering Lead

Job Summary

A company is looking for a Support Engineering & Escalations Lead.

Key Responsibilities

• Investigate complex customer issues and assess their impact on the platform
• Translate customer-facing issues into structured engineering tasks and improve escalation quality
• Manage Tier 2 escalations and enhance troubleshooting standards while coaching Tier 1 team members

Required Qualifications

• 3-6+ years in Support Engineering, Technical Support, or a similar role in a B2B SaaS environment
• Strong technical investigation skills, including experience with logs and system behavior
• Experience writing structured engineering issues in GitHub or similar platforms
• Ability to operate independently and make sound judgments regarding impact and prioritization
• Ownership mindset with a focus on problem resolution and interest in leadership growth