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Serve as the primary technical escalation point for Tier 1 and Tier 2 support issues
Coordinate directly with Engineering and R&D teams to file, track, prioritize, and expedite
Act as a mentor and technical leader for Junior Engineers and the broader Technical Support team
Manage customer escalations with a high degree of empathy and urgency
Partner with Product and Customer Success teams to identify patterns in customer friction
Deliver exceptional customer communication via our support platform

5+ years of experience in a customer-facing Tier 3, Escalation Support, or Customer Support
Strong technical background in understanding software development with hands-on exposure to Go
Proven troubleshooting skills with the ability to dive into complex, unfamiliar codebases, analyze
A structured problem-solving approach, with the ability to synthesize complex inputs from multiple
Outstanding communication skills (written and verbal), with a knack for translating complex
An ownership mindset: proactive, resourceful, and ready to drive customer issues to resolution even

Sr Technical Support Engineer

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