Technical Support Lead

Tech Stack

Solid badges = required, outlined = preferred

Responsibilities

• Design and implement scalable support processes for API customers, optimizing triage and escalation, and tracking SLAs, CSAT, and quality metrics.
• Ensure 24/7 emergency response capability within 30 minutes and create systems for customer self-service.
• Troubleshoot technical issues by interpreting API logs, querying data with SQL, and collaborating with Engineering on escalations.
• Oversee incident response procedures, manage issue triage, and handle client communication during emergencies.
• Directly manage 1-2 mid-level Support Engineers, providing coaching, feedback, and career development.

Soft Skills

Benefits

• 401k
• Commuter Benefits
• Dental
• Disability Insurance
• HSA/FSA
• Health Insurance
• Hybrid Work
• Life Insurance
• Parental Leave
• Sabbatical
• Unlimited PTO
• Vision

Culture

Requirements