Lead Technical Support Engineer

LinearB is a Leader in the inaugural Gartner Magic Quadrant for Developer Productivity Insights Platform. Our platform correlates data across your SDLC stack to identify bottlenecks and automate developer workflows. Our developer-first approach to automating engineering improvement uses data as the foundation for enabling autonomous, self-improving dev teams. Engineering organizations use LinearB to improve their AI Leverage, Predictability, Efficiency, and Developer Experience by way of our Explore-Measure-Act methodology.

LinearB is looking for an experienced, hands-on Lead Technical Support Engineer to join our Customer Success organization. Reporting to the VP of Customer Success, the Lead Technical Support Engineer owns LinearB's support function end-to-end. You will be the deepest technical troubleshooter we have, and you will decide how support works here: what gets automated, what gets deflected, how coverage is structured across time zones, and how we hold ourselves to the commitments in our customer contracts.

You will also shape what the function becomes. We are deliberately building support around leverage rather than headcount, and the right structure is a question you will help answer: additional engineers, outsourced first-line assistance, automation, or some combination. You will lead whatever we build.

LinearB sells to engineering leaders at some of the largest companies in the world. Our customers are technical, our product is technical, and the questions we get are rarely simple.

• Own the hardest tickets end to end: reproducing bugs, reading logs and production data, debugging integrations with Git Hub, Git Lab, Jira and CI systems, and finding workarounds when there isn't yet a fix.
• Act as the subject matter expert across the LinearB UI and backend, with independent access to our database and logging tools.
• Escalate genuine defects to engineering with a clean reproduction and a clear ask, and stay accountable for the customer outcome through to resolution.

• Own how we reduce ticket volume and effort, and decide what that should look like. We would rather hire someone with their own view than someone executing ours.
• Automate triage, severity classification and routing so that whoever picks up a ticket starts from a sorted queue.
• Work with our Product documentation owners to close the gap between what customers ask and what our docs answer. You will bring the evidence of what is missing and help prioritise it; they own the content.
• Treat every repeat ticket as a defect in the system, whether the fix is an article, a macro, an automation, or a product change.

• Work the queue. Until automation and coverage carry more of the load, first-line tickets are part of this job, and we would rather say so plainly than surprise you. Reducing that share over time is one of the things we will measure you on.
• Set the standard for how we respond: clear, fast, and technically correct, on every tier of ticket.

• Work closely with our CSM leads on the grey area between a technical problem and a customer relationship. Some tickets are purely technical. Others are a signal that an account needs a different kind of attention, and the reverse is true too: some relationship conversations turn out to be a bug.
• Judge, case by case and with the CSM, who should own a given customer conversation and when to bring the other person in. Getting this right matters more than drawing a clean line between the two functions, and there is no policy that will decide it for you.
• Help CSMs and CSAs get better at the technical questions they can reasonably handle, and be honest with them about the ones they…