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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing a technical support team, focusing on log analysis, customer communication, and process improvement. Capable of driving AI-assisted solutions and collaborating effectively with cross-functional teams to enhance customer experience.
Highest-signal resume keywords
People Management ExperienceLog AnalysisAI Tooling EvaluationIntercom ExperienceCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Log AnalysisConfiguration IssuesSensor DebuggingIntegration DebuggingProcess ImprovementTechnical Escalation ManagementSLA Performance OwnershipTriage Process DesignCustomer CommunicationAI-Assisted Triage
Soft Skills
MentoringBuilding TrustClear CommunicationAdvocacy for CustomersTeam Leadership
Tools & Technologies
Intercom
Industry Keywords
Technical SupportSupport EngineeringField EngineeringSensor-Based HardwareRegulated Products
About the role
Key responsibilities & impact- Lead, coach, and develop a team of 9 Technical Support Engineers
- Mentor the team on log analysis, configuration issues, sensor/integration debugging, and customer communication
- Build a culture of ownership and urgency and drive escalations to resolution
- Own SLA performance for the team
- Own the roadmap for AI-assisted triage, including tuning Intercom's Fin agent and evaluating or building debugging copilots
- Design repeatable triage processes and playbooks for customer segments and products
- Identify workflow friction and ship process and tooling improvements
- Partner with Engineering on routing, tracking, and resolution of technical escalations
- Represent customer needs in engineering and product discussions
- Collaborate with Customer Success and onboarding teams on handoffs and customer experience
- Push for clarity and decisive tradeoffs across teams
Requirements
What you’ll need- 2–3 years of people management experience in a technical support, support engineering, or field engineering function
- Comfortable reading logs, reasoning through integration failures, and building credibility with engineers
- Ability to build trust with clinicians, practice ops leaders, and IT teams
- Experience deploying or evaluating AI tooling in a support or ops context strongly preferred
- Experience supporting sensor-based hardware or similarly technical/regulated products is a plus
- Experience with Intercom is a plus
- Experience leading a team through a high-stakes incident or major customer-impacting escalation
- Strong cross-functional instincts and ability to advocate for customers with Engineering and Product
- Clear, direct communication style with customers and internally
Benefits
Comp & perks- Competitive Compensation and Equity
- Hybrid workplace with flexibility, vibrant in-person workspaces, and work-from-home options
- 401k plans with a matching program
- Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered
- Life and AD+D Insurance
- 8 weeks Paid Parental Leave
- Optional HSA with Employer contribution
- Flexible Time Off and company paid holidays
- Annual Learning and Development Stipend