Staff Support Engineer

📋 Description

• Own Support Engineering escalation management; coordinate with Product Eng to fix root causes.
• Serve as senior cross-functional liaison among Support Eng, Product, Engineering, Security, and Revenue.
• Lead AI-assisted tool development; set standards for code quality and reviews.
• Identify and lead team initiatives; align AI objectives with priorities and roadmaps.
• Mentor engineers at all levels; develop cross-functional technical leads.
• Define and evolve escalation workflows, sandbox standards, and AI-enabled processes.

🎯 Requirements

• 7+ years in technical product support or engineering; autonomous across teams.
• Proven track record leading complex cross-functional escalations and root-cause fixes.
• Strong programming proficiency; build tools, peer code review, and R&D with a supportability lens.
• Strong understanding of distributed service architectures; AI integration and failure modes.
• Business acumen: align decisions to OKRs; quantify impact of operational patterns.
• Experience mentoring engineers; reduce silos and build team capability.
• CI/CD automation experience in leadership or customer-facing roles.
• Docker, Linux containers, and Kubernetes expertise.