Texas Licensed Support Engineering Lead

Job Summary

Leading a team of support engineers, the full-time Texas Licensed Support Engineering Lead will coach engineers, manage support operations, and resolve complex technical issues while collaborating closely with Customer Support and Engineering to enhance product reliability.

Key responsibilities

• Lead, coach, and develop a team of support engineers, ensuring high standards for investigation and customer communication
• Own queue health and SLAs, ensuring timely resolution of customer-reported issues and tracking key performance metrics
• Investigate and resolve complex technical issues, utilizing logs, traces, and observability tools to root-cause problems

Required qualifications

• Strong technical troubleshooting ability, including experience with logs, traces, and production codebases
• Experience leading or mentoring engineers in a support engineering or technical lead capacity
• Excellent written communication skills for translating customer problems into clear technical narratives
• High ownership of outcomes, driving quality and queue management without heavy direction
• Pragmatic approach to reliability and safety in customer-facing actions