Tech Stack

Description

Lead and grow a high-performing team of Technical Support Engineers in a core AMER region. You will own daily operations to meet SLA and CSAT targets, drive product improvements by surfacing customer needs, scale support with automation and AI, and collaborate with Product, Engineering, and Customer Success on escalations.

Requirements

• 5+ years in technical support
• 3+ years in people management
• Proven track record of meeting support SLA and CSAT targets
• Technical fluency with SDKs, APIs, and support tools (Zendesk, Intercom, Confluence, Jira)
• Strong collaboration with cross-functional leaders

Responsibilities

• Lead and grow a team of Technical Support Engineers
• Own and optimize daily operations to meet SLA and CSAT targets
• Drive product improvements by surfacing patterns from support
• Scale regional support using automation and AI
• Develop team's technical and operational maturity