Technical Support Engineering Lead

Job Summary

Leading the technical support function for a developer-facing API platform, the full-time Technical Support Engineering Lead will troubleshoot complex issues, create support processes, and manage escalations while collaborating with Engineering and eventually overseeing a team of technical support engineers.

Key responsibilities

• Lead technical support for APIs, SDKs, integrations, and enterprise deployments
• Troubleshoot and resolve complex customer and developer issues
• Create and improve internal documentation, support workflows, and escalation processes

Required qualifications

• 6+ years of experience in technical support engineering or similar technical customer-facing roles
• 2+ years of experience leading support processes or technical support teams
• Experience supporting APIs, SDKs, or SaaS platforms
• Strong understanding of REST APIs and cloud-based systems
• Experience creating runbooks and troubleshooting guides