Support Engineer

• Lead and manage the full Technical Support team, including workload assignment and mentorship
• Act as escalation point for complex and unresolved application issues and participate in troubleshooting and debugging
• Ensure timely and effective resolution of customer inquiries within defined SLAs and maintain Support Knowledge Base
• Collaborate cross-functionally with Product, Engineering, Customer Success, and Support Engineers to resolve escalated tickets
• Maintain expert knowledge of IntegriChain’s Contracts & Pricing systems and manage technical analysts responsible for roadmaps and sprints
• Own advanced modeling and pricing estimation for new customers and drive cross-functional Release Readiness activities
• Ensure successful on-time, on-budget, on-scope product delivery with on-shore and off-shore Agile teams
• Translate customer pain points into prioritized product enhancements and lead stakeholder interviews and product councils
• Oversee critical technical incidents, lead real-time escalations, perform root cause analysis, and author incident reports
• Design and implement automation scripts and diagnostic tools to improve support workflows and integrate/support tools like PagerDuty and Zendesk
• Monitor system health and performance, work with operations and engineering on proactive alerting, and contribute to security and compliance (SOC 2, GDPR, HIPAA)

Director, Technical Support

Technical Support Engineer

Customer and Technical Support Consultant – Bilingual

Customer and Technical Support Consultant – Chemistry

Customer Technical Support – Internal End User Support

ADAS Customer Support Technician