Support Engineer

• Drive Operational Excellence
• Own and monitor daily operations, ensuring adherence to SLAs, KPIs, and performance metrics (response time, resolution time, customer satisfaction, backlog health, etc.).
• Analyze support trends and data to identify process gaps, improve efficiency, and implement scalable solutions.
• Ensure consistent global handover quality and follow-the-sun support across regions.
• Maintain appropriate staffing levels through workforce management and shift coverage.
• Lead and Develop a High-Performing Team
• Manage, coach, and mentor Support Engineers to achieve their potential and elevate technical excellence.
• Conduct regular 1:1s, performance reviews, and skill assessments; build individual development and training plans.
• Foster a culture of curiosity, accountability, and customer-first thinking.
• Lead by example in managing difficult situations, guiding technical investigations, and resolving escalations.
• Handle and Prevent Escalations
• Act as the escalation point for critical incidents (P1/P2), ensuring prompt response, coordination, and resolution.
• Partner closely with Engineering, Product, and Incident Response teams to drive root cause analysis and post-incident reviews.
• Build repeatable playbooks and escalation frameworks that improve consistency and reduce time-to-resolution.
• Contribute towards writing formal customer facing reports (CFRs), which are technical root cause deep dive documents.
• Elevate Technical Excellence
• Be a hands-on technical leader capable of reviewing and advising on complex cases across networking, DNS, WAF, Zero Trust, and performance.
• Support engineers through technical case reviews, troubleshooting guidance, and cross-training.
• Contribute to internal knowledge articles, diagnostic scripts, and best practices.
• Collaborate Cross-Functionally
• Partner with Engineering, Product Management, and Customer Success to surface recurring issues and influence product improvements.
• Represent the voice of the customer in operational reviews and feedback loops.
• Lead or contribute to support transformation projects that enhance our tools, automation, and customer experience.
• Confidently communicate and narrate complex technical issues with different levels, such as C level execs, technical experts, etc.

Manager, Technical Support

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