1. People Leadership & Team Management
- Lead, mentor, and develop a team of Technical Support Engineers.
- Establish clear goals, expectations, KPIs, and performance standards.
- Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions.
- Build technical and leadership capabilities within the team through structured training and mentoring.
- Identify skill gaps and create training and cross-training plans.
- Manage shift coverage and ensure adequate support capacity across global time zones.
- Foster a culture of ownership, accountability, collaboration, and continuous improvement.
- Identify high-potential team members and create opportunities for career progression.
2. Customer & Enterprise Support
- Own the overall technical support experience for assigned customers and customer segments.
- Provide leadership oversight for critical and complex customer issues.
- Partner with Customer Success and Account Management teams on strategic and enterprise accounts.
- Participate in customer calls for critical escalations and technically complex issues.
- Ensure customer issues are communicated clearly, proactively, and professionally.
- Build strong relationships with technical stakeholders at strategic customers.
- Identify recurring customer pain points and drive them toward permanent solutions.
3. Technical Escalation Management
- Act as an escalation point for complex technical issues that cannot be resolved by frontline support.
- Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems.
- Work closely with Engineering and Product teams to troubleshoot product defects and technical issues.
- Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context.
- Maintain ownership until the issue is resolved and appropriately communicated to the customer.
- Ensure SLA commitments are consistently met.
4. Incident & Problem Management
- Lead or support P0/P1 critical incidents and customer-impacting outages.
- Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success.
- Ensure timely internal and external communication during major incidents.
- Maintain incident timelines, action items, and stakeholder communication.
- Drive Root Cause Analysis (RCA) and post-incident reviews.
- Track corrective and preventive actions to completion.
- Identify recurring incidents and initiate Problem Management activities.
- Continuously improve incident response and escalation processes.
5. Support Operations & SLA Management
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Own support operational metrics including:
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CSAT
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Time to First Response (TTFR)
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Time to Resolution (TTR)
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SLA adherence
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Backlog
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Escalation volume
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Resolution efficiency
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Customer-impacting incidents
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Monitor team performance and identify operational trends.
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Build dashboards and reports for leadership.
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Conduct regular operational reviews and establish improvement plans.
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Optimize workflows, queues, staffing, and escalation processes.
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Ensure support processes are documented, followed, and continuously improved.
6. Cross-Functional Collaboration
Work closely with:
- Engineering — product defects, technical escalations, incident resolution.
- Product Management — customer feedback, feature gaps, product improvements.
- Customer Success / Account Management — enterprise customers and strategic escalations.
- QA — reproductions, validation, and regression testing.
- Infrastructure / DevOps — platform incidents, monitoring, performance, and reliability.
- Professional Services / Solutions Engineering — complex implementations and integrations.
Represent the voice of the customer internally and ensure customer-impacting issues receive appropriate visibility.
7. Knowledge Management & Automation
- Drive creation and maintenance of technical documentation and Knowledge Base content.
- Establish documentation standards for troubleshooting and known issues.
- Identify repetitive support activities suitable for automation.
- Encourage the use of scripts, APIs, dashboards, AI, and automation to improve support efficiency.
- Develop troubleshooting guides, runbooks, escalation templates, and internal playbooks.
- Promote self-service capabilities to reduce repetitive support volume.
8. Capacity Planning & Support Strategy
- Forecast support demand based on customer growth, product adoption, historical ticket volumes, and upcoming releases.
- Develop staffing and capacity plans aligned with business growth.
- Identify opportunities to improve support scalability without compromising customer experience.
- Participate in hiring and workforce planning.
- Establish support coverage models for global customers and critical accounts.
- Partner with leadership on long-term support strategy and organizational planning.
9. Product & Release Readiness
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Partner with Product and Engineering teams during major product releases.
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Ensure Support is adequately prepared for new features and product changes.
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Drive release-readiness activities including:
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Product training
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Documentation
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Troubleshooting guides
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Known issues
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Support communication
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Escalation paths
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Provide customer-impact feedback before and after major releases.
