Lead, Technical Services

Tech Stack

Responsibilities

• Lead and mentor a small, distributed team of highly technical support engineers as a hands-on technical player-coach
• Spend approximately 50% of your time directly supporting customer issues, complex cases, escalations, and technical investigations
• Own frontline service quality by monitoring queue health, case and chat aging, diagnostic quality, staffing coverage, and workload allocation
• Lead high-visibility customer escalations and incidents, coordinating Engineering, Product, Support Operations, and other stakeholders
• Turn recurring customer problems and support trends into product feedback, process improvements, training, and reusable technical content

Benefits

• 401k
• Equity
• Health Insurance
• Parental Leave

Culture

Requirements