Support Engineering Team Lead

Job Summary

Leading a team of support engineers, the full-time Support Engineering Team Lead will drive the resolution of complex technical issues, enhance team performance, and ensure high-quality customer support in a remote environment.

Key responsibilities

• Lead, coach, and develop a team of support engineers while managing operational rhythms and performance metrics
• Own support engineering operations, ensuring timely resolution of customer issues and handling complex escalations personally
• Investigate and resolve technical issues by analyzing logs and code, while driving improvements based on recurring problems

Required qualifications

• Strong technical troubleshooting skills, with experience in reading logs, querying data, and navigating production codebases
• Experience in leading or mentoring engineers, with a background in management or as a tech lead
• Excellent written communication skills for translating customer problems into clear technical narratives
• High ownership mentality, demonstrating the ability to define success and drive outcomes independently
• Pragmatic approach to reliability and safety, especially in customer-facing scenarios