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analytics apis log analysis escalation management systems architecture📋 Description
- Lead and develop a team of Support Engineers.
- Refine escalation and triage practices with Engineering.
- Define scalable triage and debugging processes.
- Build internal tools and workflows to improve efficiency.
- Partner with Engineering and Product to align on customer outcomes.
- Balance hands-on work with leadership to scale the function.
🎯 Requirements
- Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment.
- Ability to make high-quality decisions quickly with imperfect information.
- Background in Software Engineering, Technical Support Engineering, DevOps, or similar role.
- Experience guiding cross-functional collaboration between Support and Engineering.
- Familiarity with ATS/HRIS platforms is a plus.
- Strong systems thinking and process design skills.
🎁 Benefits
- High-quality work and avoid quick hacks.
- Competitive compensation is offered.
- 10-year exercise window for stock options.
- Unlimited PTO with four weeks per year.
- Twelve weeks of fully paid family leave in the US.
- Generous equipment, software, and office budget.
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