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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing technical support teams, driving product improvements through data analysis, and implementing AI-assisted support solutions. Proficient in technical troubleshooting across various programming languages and systems while ensuring high-quality customer interactions.
Highest-signal resume keywords
Technical Support ManagementAI-Assisted Support SolutionsData-Driven Product ImprovementsDistributed Systems UnderstandingHands-On Customer Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportSupport EngineeringSoftware EngineeringPythonJavaScriptTypeScriptJavaRubyDebuggingAPIs
Soft Skills
CoachingCommunicationTeam BuildingProblem SolvingDirect Communication
Tools & Technologies
Observability ToolsSupport AutomationAI TechnologiesCustomer Success ToolsSDKs
Industry Keywords
SaaSDeveloper ToolsCustomer ExperienceEscalation ManagementTechnical Depth
Tech Stack
Tools & technologiesDistributed SystemsJavaJavaScriptPythonRubyTypeScript
About the role
Key responsibilities & impact- Manage and coach a team of Technical Support Engineers
- Set expectations for technical depth, response quality, and ownership
- Design coverage models across time zones, including on-call and escalation paths
- Build career paths for Support Engineers
- Own and report core support metrics including CX, time to resolution, and escalation rate
- Use support conversations to identify ticket drivers and drive fixes in the product, documentation, internal operations, or SDKs
- Own the roadmap for AI-assisted support agents
- Define request types, required context, and human handoff criteria for support agents
- Set quality standards and processes for detecting incomplete AI-generated answers
- Decide where support automation should be built based on data
- Run the escalation process with Engineering
- Ensure bugs reach the appropriate team with reproduction details and clear impact
- Lead high-stakes enterprise issues with Customer Success, Solutions Engineering, and Sales
- Communicate customer pain to Product and Engineering using data
- Provide hands-on customer support and investigate tickets when needed
Requirements
What you’ll need- 8+ years in technical support, support engineering, or software engineering at a SaaS or developer tools company
- 3+ years managing technical support engineers, including hiring and growing a team
- Comfortable reading code in at least a few of Python, JavaScript/TypeScript, Java, or Ruby
- Experience debugging across frontend, backend, and infrastructure
- Solid understanding of distributed systems and APIs
- Understanding of how observability tools such as errors, tracing, and logs fit into distributed systems
- Hands-on experience running AI or automation in a support organization
- Clear understanding of AI and automation failure modes
- Track record of using support data to drive product and process changes
- Clear, direct written communication with customers, executives, and engineers
Benefits
Comp & perks- Incentive compensation
- Equity grants
- Paid time off
- Group health insurance coverage
- Hybrid work model with 3 days a week in office and 2 days working remotely
- Reasonable accommodations for employees and candidates with disabilities
- Inclusive culture and commitment to diversity