Support Engineering Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Engineering Lead based in United States.

This role offers the opportunity to lead and scale a high-performing technical support organization within a fast-growing technology environment.
You will combine technical expertise, leadership, and operational excellence to improve customer experiences and resolve complex challenges.
The position sits at the intersection of engineering, product, and customer success, providing meaningful influence across the organization.
You will guide a team of Support Engineers while building processes, tools, and systems that enable global support operations.
This is an ideal opportunity for a hands-on technical leader who enjoys solving complex problems and developing teams.
You will contribute to the evolution of a platform focused on trust, security, and innovation in the digital ecosystem.

As a Support Engineering Lead, you will own the technical support experience by leading a team of engineers, improving operational processes, and ensuring exceptional service delivery. You will serve as both a people leader and a technical contributor, driving solutions for complex customer challenges while partnering with internal teams.

• Lead, coach, and develop a team of Support Engineers by creating a culture of accountability, collaboration, and continuous improvement.
• Own end-to-end service delivery, acting as the escalation point for complex technical issues and enterprise customer situations.
• Provide hands-on technical support by debugging API issues, reviewing technical problems, participating in customer discussions, and supporting incident response.
• Build and improve operational frameworks, including incident management processes, escalation procedures, and quality review practices.
• Define and monitor support performance metrics, dashboards, and operational insights to identify trends and improve service quality.
• Partner with Engineering, Product, and Customer Success teams to advocate for customer needs and influence product improvements.
• Drive adoption of AI-powered tools and automation solutions to increase support efficiency and enhance service quality.
• Lead hiring, onboarding, training, and career development initiatives to help scale the support organization.
• Represent the support function in cross-functional discussions and contribute strategic insights based on customer feedback and operational data.
• Promote best practices around technical troubleshooting, documentation, and knowledge sharing across teams.

The ideal candidate is a technically strong leader with experience managing support engineering teams and improving complex technical operations. You should have a background in software development, technical support, or engineering, combined with strong leadership and problem-solving abilities.

• 7+ years of experience in technical support, support engineering, software engineering, or a related technical discipline.
• 3+ years of experience managing technical support teams, including coaching, performance management, and team development.
• Strong technical foundation with previous software development or engineering experience preferred.
• Proficiency with SQL, REST APIs, debugging tools, and observability platforms.
• Experience managing high-volume support environments with enterprise customers, service-level agreements, and on-call responsibilities.
• Proven ability to balance deep technical problem-solving with effective people leadership.
• Experience building or improving processes related to incident management, escalations, and service quality.
• Experience working in both startup environments and larger organizations.
• Strong analytical mindset with the ability to identify patterns, solve problems, and drive operational improvements.
• Excellent communication skills and the ability to collaborate effectively across technical and business teams.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

• Competitive compensation package:
  • United States:…