Support Engineer

• Lead and develop a globally distributed team of technical support leads in a 24/7/365 SaaS environment
• Coach employees on in-flight cases and backlog health using structured reviews, 1:1s, and team enablement
• Perform regular case quality reviews to ensure faster appraisal, meaningful responses, consistent progression, and effective solutioning
• Provide timely feedback and maintain a consistent coaching rhythm to improve service quality
• Participate in KPI reviews to calibrate team performance and productivity and act on recurring trends or quality gaps
• Oversee recruitment, training, and professional development of staff across multiple locations
• Maintain end-to-end ownership of customer incidents, working across Support, Development, and Operations and engaging customers as needed
• Directly interact with customers to act on feedback and address service gaps
• Model high-quality case handling during critical case escalations
• Provide operational coverage outside regular business hours based on business needs
• Implement data-driven strategies to optimize operational efficiency
• Build strategic partnerships with Product, Engineering, Sales, and Professional Services teams
• Collaborate with escalation management to ensure successful resolution of customer issues
• Facilitate knowledge sharing and new feature readiness across teams
• Identify operational gaps and partner with enablement teams to improve case handling frameworks, tooling, and training
• Champion organizational change, process improvements, and technological advancement initiatives

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