Descripción de la oferta
Experteer Overview As Lead Technical Support Engineer, you drive technical leadership within the support team and partner with Product and Engineering to resolve critical issues at scale. You own end-to-end workflow management, mentor junior engineers, and push for shift-left improvements to boost self-service and first-contact resolution. You represent Support in cross-functional meetings, translating customer impact into actionable product and platform enhancements. You’ll spearhead major incident coordination and post-incident improvements, using AI-powered workflows to raise support effectiveness. This role blends deep technical expertise with people leadership to elevate customer experience and platform稳定Compensaciones / Beneficios
- Escalation point for the most complex, business-critical issues
- Represent Support in Engineering and Product meetings, articulating customer impact and supportability
- Lead technical discussions on defects, prioritization, and product improvements
- Drive end-to-end workflow management, including ticket prioritization and SLA adherence
- Mentor and coach L1/L2 engineers to raise technical capability
- Lead shift-left initiatives to improve self-service, docs, and first-touch resolution
- Collaborate with Product and Engineering to reduce recurring issues and improve stability
- Lead major incident technical coordination and post-incident improvementsResponsabilidades
- 7+ years in technical support or related roles
- Strong expertise in cloud, APIs, integrations, and system architecture
- Proven leadership, mentorship, and cross-functional influence
- Experience driving operational improvements and workflow optimization
- Excellent communication translating technical issues into business impactRequisitos principales
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