Description

You will be the primary technical owner for the most complex and critical customer issues, driving escalations to resolution. You'll perform deep root-cause analysis, collaborate with engineering on fixes, and mentor frontline support engineers to close knowledge gaps.

Requirements

• Experience as an enterprise TAC engineer
• Deep expertise in complex technical issue resolution
• Ability to analyze patterns across multiple customer cases
• Experience with runbook creation and knowledge sharing
• Strong collaboration and mentoring skills

Responsibilities

• Own and drive escalated support issues to resolution
• Perform deep root-cause analysis and identify systemic issues
• Mentor and train frontline support engineers
• Collaborate with engineering on product improvements
• Lead weekly technical cross-team calls