Support Engineering Lead

📋 Description

• Lead, coach, and develop a team of Support Engineers.
• Own service delivery end-to-end; primary escalation point for complex issues.
• Hands-on debugging API issues; join customer calls; lead incident response.
• Build and enforce incident management, escalation playbooks, and quality reviews.
• Define and track team metrics and dashboards to drive continuous improvement.
• Partner with Eng, Product, and CS to advocate for customer needs and platform improvements.

🎯 Requirements

• 7+ years in technical support, support engineering, software engineering, or related technical role.
• 3+ years managing technical support teams, including performance management.
• Hands-on technical background; prior software development experience is a strong plus.
• Proficiency with SQL and REST APIs; comfortable with debugging and observability tools.
• Experience in both startup and larger company environments.
• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent practical experience.

🎁 Benefits

• Generous compensation in cash and equity.
• Early exercise for all options, including pre-vested.
• Work from anywhere: Remote-first Culture.
• Flexible paid time off and Year-end break.
• Health, dental, and vision coverage for employees and dependents (US/Canada).
• 4% matching in 401k / RRSP (US and Canada specific).