Senior Technical Support Lead
Stay AI
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
CloudSQL
About the role
- Serve as the highest-tier technical escalation point for complex, cross-system, and high-impact customer issues.
- Diagnose and resolve issues involving APIs, integrations, webhooks, data pipelines, authentication, and platform configuration.
- Perform deep technical investigations using logs, monitoring tools, databases, and internal debugging environments.
- Lead the technical response during major incidents, coordinating with Engineering, Product, and Support stakeholders.
- Drive root-cause analysis and post-incident reviews, documenting findings and ensuring preventive actions are implemented.
- Maintain ownership of long-running or multi-team technical issues until full resolution.
- Develop, refine, and enforce best practices for troubleshooting, escalation, and customer communication.
- Identify recurring product issues or operational gaps and proactively propose solutions.
- Contribute to internal runbooks, knowledge base articles, and tooling improvements to streamline support workflows.
- Act as a bridge between Support and Engineering/Product teams, translating customer issues into actionable technical insights.
- Provide feedback on product reliability, edge-case behaviors, and customer experience pain points.
- Participate in technical reviews for new features to ensure support readiness and identify potential risk areas.
- Manage high-stakes customer interactions that require deep technical understanding and clear communication.
- Assist customers with advanced debugging, configuration best practices, API usage, and integration flows.
Requirements
- 5–7+ years of experience in technical support, technical operations, or product support roles in a SaaS or cloud environment.
- Expert troubleshooting skills across Shopify solutions with a focus on subscriptions
- Ability to break down complex technical problems and communicate findings clearly to both technical and non-technical audiences.
- Experience working directly with engineering teams on bug triage, debugging, and release readiness.
- Nice-to-Haves
- Strong familiarity with tools such as Postman, cURL, SQL, logging/monitoring systems, and debugging utilities.
- Familiarity with incident management frameworks (e.g., ITIL, post-mortems, RCA methodology).
- Background supporting products with APIs, integrations, or data pipelines.
- Prior experience in a customer-facing senior escalation or technical lead role.
Benefits
- Collaboration is at the heart of everything we do, as we firmly believe in the power of teamwork.
- We try to create opportunities to meet each other, organizing annual offsite retreats in beautiful Park City and Mexico!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
APIintegrationswebhooksdata pipelinesauthenticationtroubleshootingdebuggingSQLincident managementroot-cause analysis
Soft skills
communicationproblem-solvingleadershipcollaborationcustomer serviceanalytical thinkingdocumentationproactive approachtechnical translationstakeholder management