PlainID - The Identity Security Company

Support Engineer

• Lead and empower a global team of technical support engineers
• Provide hands-on troubleshooting, log analysis, API debugging, and system diagnostics
• Mentor and develop support engineers across PlainID’s product suite
• Refine workflows, optimize resource allocation, and ensure adherence to SLAs and service quality standards
• Use data and AI tools to identify recurring issues, automate root cause analysis, and strengthen proactive support
• Collaborate with R&D, Professional Services, and Product teams to escalate, prioritize, and resolve complex technical challenges
• Serve as an escalation point for customer incidents and ensure timely resolution and clear stakeholder communication
• Monitor performance metrics including resolution time, CSAT, and case volume
• Oversee ticket management, triage, and shift planning
• Build and maintain knowledge-sharing frameworks and onboarding materials for engineers and customers
• Stay informed on product versions and updates to support all product lines

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Technical Support Team Lead