Support Engineer

• Lead and develop a globally distributed technical support team in a 24/7/365 SaaS environment
• Perform regular case quality reviews to ensure fast appraisal, meaningful responses, consistent progression, empathetic communication, and effective solutioning
• Actively coach employees on in-flight cases and backlog health, providing timely feedback and maintaining a consistent coaching rhythm
• Participate in regular 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 and ensure clear career pathways
• Maintain end-to-end ownership of customer incidents, working across Support, Engineering, and Operations teams and engaging customers as needed
• Directly interact with customers to act on feedback and address service gaps for the long term
• Model high-quality case handling during critical case escalations and provide operational coverage outside regular business hours when required
• Implement data-driven strategies to optimize operational efficiency and execute organizational objectives and departmental initiatives
• Build partnerships with Product, Engineering, Sales, Solution Engineering, and Professional Services teams and collaborate with escalation management to resolve customer issues
• Facilitate knowledge sharing and new feature readiness across teams and transform customer feedback into actionable service improvements
• Identify operational gaps and partner with enablement teams to improve case handling frameworks, tooling, and training resources
• Champion organizational change and new business process implementation and participate in process improvements and technological advancement initiatives

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