Related skills
ai zendesk linear sla internal tooling📋 Description
- Build and lead a regional Premium Support Engineer team with strong depth and speed.
- Act as a player-coach, handle complex cases and mentor the team.
- Own end-to-end Premium Support for Pro and Enterprise customers.
- Oversee daily Premium Support queue operations and SLAs across tiers.
- Lead incident communication for Premium customers with Product/Engineering.
- Build and refine processes, playbooks, and tooling for scalable Premium Support.
🎯 Requirements
- 5+ years in technical or developer support; 2+ years in leadership.
- Experience with both high-volume and high-touch enterprise customers.
- Proven player-coach; hands-on tech plus leadership.
- Strong foundation in software development, systems, or DevOps.
- Experience with Zendesk, Linear, or similar support platforms.
- Strong cross-functional collaboration and communication; data-driven.
🎁 Benefits
- Remote start with plan to move to a hybrid office.
- Competitive salary and equity.
- 401(k) with 4% match.
- Health, dental, vision, and life insurance.
- Paid parental, medical, and caregiver leave.
- Flexible time off and quarterly team gatherings.
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