Support Engineer

• Lead and mentor a team of Support Engineers, fostering accountability, growth, and technical excellence.
• Manage day-to-day support operations, ensuring SLA compliance, workload balance, and effective prioritization of critical cases.
• Partner with Engineering and Product teams to escalate, track, and resolve complex product defects and systemic issues.
• Review case quality, documentation, and testing/replication accuracy to maintain consistency and continuous improvement.
• Implement and refine key processes around triage, replication, swarm sessions, and root cause analysis.
• Track and analyze performance metrics (CSAT, FRT, TTR, backlog aging) to drive operational decisions and identify trends.
• Facilitate regular coaching sessions and career development plans for team members.
• Promote a culture of collaboration, transparency, and proactive communication across support tiers and departments.
• Contribute to knowledge management by encouraging documentation and reusability of solutions.
• Serve as an escalation point for high-impact customer issues and executive-level inquiries.

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