Team Lead, Support Engineer; Texas

The Role

We’re looking for a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems — the team that investigates, triages, and resolves the hardest technical issues customers hit, and turns those signals into lasting product and tooling improvements.

• Is technical enough to dive into logs, traces, and code to root‑cause a gnarly customer issue — and leads by example doing it
• Gets energy from growing people: coaching engineers, raising the bar on investigation quality, and building durable team rituals
• Thinks in systems: replaces recurring toil with tooling, runbooks, and automation rather than re‑solving the same ticket
• Owns outcomes end‑to‑end: queue health, turnaround time, escalation quality, and the feedback loop back into Product and Engineering

• Lead, coach, and develop a team of support engineers; set a high standard for investigation rigour and customer communication.
• Run the team’s operating rhythm: queue triage, standups, case reviews, escalations and 1:1s.
• Recruit, onboard, and ramp new support engineers as the function scales across regions.
• Provide on‑the‑spot coaching during live incidents and complex escalations.

• Own queue health and SLAs across L2 support; ensure timely, high‑quality resolution of customer‑reported issues.
• Track and report key metrics (response/resolution times, escalation and reopen rates, root‑cause categories) and turn them into action.
• Handle the most complex or sensitive technical escalations personally.
• Triage customer reports into well‑scoped tickets with clear reproduction steps, evidence, and impact for core Engineering.

• Root‑cause customer issues across the stack using logs, traces, and observability (e.g. Datadog), session data, and the codebase.
• Ship pragmatic data fixes and tightly‑scoped code fixes where appropriate, and partner with Engineering to land deeper fixes.
• Use and extend internal tooling to resolve issues safely at scale via permissioned access to internal data and actions.

• Spot recurring issues and product pain points; codify “tribal knowledge” into runbooks, checks, and self‑serve internal interfaces.
• Drive systemic fixes — feed clear, prioritised signals into Product and Engineering and follow them through to resolution.
• Maintain and improve internal and customer‑facing support content based on real ticket trends.

• Strong technical troubleshooting ability: comfortable reading logs/traces, querying data, and navigating a production codebase to root‑cause issues.
• Experience leading or mentoring engineers — formal management or strong tech‑lead / player‑coach experience.
• Excellent written communication — you can translate messy customer problems into clear technical narratives for engineers and clear updates for stakeholders.
• High ownership: you define success, drive queue and quality outcomes, and deliver without heavy direction.
• Pragmatic approach to reliability and safety, especially when actions can affect customers or clinical workflows.

• Experience in a support engineering / L2–L3 / SRE‑adjacent function at a SaaS or Health Tech company.
• Familiarity with observability tooling (Datadog), issue trackers (Linear), and support platforms (Intercom).
• Experience building or operating internal admin tooling and LLM/agent‑enabled workflows (permissioning, guardrails, evaluation).
• Bachelor’s in Engineering, Computer Science, Maths, or a related field (advantageous, not required).

• Healthcare, dental and vision benefits
• 401k with 3% company match
• $700 annual learning and development budget
• $100/month health and wellness allowance
• $500 home office budget
• 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave
• Fertility support up to $7,000
• Four weeks of work from anywhere per year
• Serious equity