Support Engineer

• Manage the Tier-2 technical support team, ensuring high-quality support for complex and escalated customer issues.
• Develop and implement advanced troubleshooting procedures to address and resolve high-level technical problems within Carbyne's platform, ensuring adherence to strict SLAs.
• Work closely with Engineering, QA, and Product teams to prioritize bug fixes and feature requests based on customer impact and feedback.
• Foster a culture of continuous improvement by leading the evaluation and optimization of support processes and tools for scalability and efficiency.
• Drive the development and maintenance of a comprehensive knowledge base and documentation for customers and internal stakeholders.
• Mentor and train Tier-2 support engineers, enhancing their technical skills and product knowledge.
• Collaborate with Customer Success and Sales teams to ensure a seamless customer experience and contribute to customer retention and satisfaction strategies.
• Participate in cross-functional teams to translate customer feedback into actionable insights for product development.

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