Responsibilities

• Hire, develop, and manage a small team of Technical Support Engineers
• Own support operations including triage rotations, specialty coverage, and escalation paths
• Configure and optimize support tooling for case routing, SLA rules, and intake workflows
• Track and report on key metrics such as SLAs, bug triage accuracy, CSAT, and recurring issue rates
• Drive knowledge base expansion and runbook creation for recurring issues
• Deliver product feedback digests to the product team regarding usability patterns and documentation gaps
• Act as a quality gate between customers and engineering by routing well-documented, severity-assessed bugs

Requirements

• 7+ years of experience in technical support or solutions engineering
• Prior experience in team management
• Proficiency with Kubernetes, Docker, and PostgreSQL
• Experience with observability tools including Pro...