about 11 hours ago
Responsibilities
- Own Support Engineering's escalation management and drive structural corrections.
- Serve as a senior liaison between Support Engineering and other departments.
- Lead AI-assisted tool development and set standards for code quality.
- Identify and lead team initiatives, ensuring alignment with AI adoption objectives.
- Mentor Support Engineers and develop future technical leads.
- Define and evolve operational practices at an organizational level.
Requirements
- 7+ years of technical product support or engineering experience.
- Proven track record in leading complex, cross-functional escalations.
- Strong programming proficiency in one or more languages.
- High understanding of distributed service architecture and AI integration.
- Demonstrated business acumen and ability to align decisions with company OKRs.
- Experience mentoring engineers and building team capability.