Description

You will own high-impact escalations, drive proactive fixes, and build internal tooling that improves responsiveness and reliability. You'll be a technical responder for complex customer-reported issues and production incidents, working across Engineering and Support to turn learnings into durable fixes and documentation.

Requirements

• 3-5+ years in Technical Support Engineering, Sustaining Engineering, SWAT/TAM, or similar production-facing role
• Proven customer experience, incident response, and triage experience (diagnostics, isolation, mitigation, communications)
• Ability to unblock escalations with fast triage, decisive action, collaboration, and clear updates
• Practical scripting/development experience for internal tooling or automation
• Excellent written and verbal communication; comfortable with executive-level updates during incidents

Responsibilities

• Lead investigations for complex customer and production issues, isolate root causes, drive resolution or escalation with clear SLAs
• Triage and prioritize escalations, maintain a data-driven backlog of trending defects and improvements
• Build and maintain lightweight tools/workflows for diagnostics, triage, and mitigations
• Contribute to RCAs and preventive actions; convert incident learnings into docs, runbooks, and product feedback
• Partner with Engineering, Product, Security, Legal, and CS during incidents for safe, timely communication and fixes