Support Engineering Lead

This is a fully remote position, open to applicants in California.

📋 Description

• Direct, mentor, and enhance a team of Support Engineers, fostering accountability, ongoing development, and a culture of high performance.

• Take ownership of service delivery from start to finish, serving as the main escalation contact for intricate technical challenges and enterprise client situations.

• Engage directly when necessary, handling tickets, troubleshooting API issues, participating in customer calls, and leading incident responses with your team.

• Establish and implement operational processes such as incident management, escalation protocols, and internal quality assessment frameworks.

• Define and monitor team metrics and dashboards, leveraging data to identify patterns, highlight systemic issues, and promote continuous enhancement.

• Collaborate with Engineering, Product, and Customer Success teams to advocate for customer requirements and influence platform enhancements.

• Promote the adoption of AI and automation, including Pylon's AI Assistant, to enhance team efficiency and service quality.

• Oversee hiring, onboarding, and career progression to expand the support organization as Sardine scales.

• Represent the support function in cross-departmental discussions and contribute to strategic decisions with insights from customers and operational data.

⛳️ Requirements

• Over 7 years of experience in technical support, support engineering, software engineering, or a similar technical role, preferably with hands-on development or engineering experience.

• More than 3 years managing technical support teams, including performance management and mentorship.

• Practical technical experience; previous software development experience is highly advantageous.

• Skilled in SQL and REST APIs; comfortable with debugging and observability tools.

• Experience in both startup and larger corporate environments.

• Background in managing high-volume support operations with enterprise SLAs and on-call responsibilities.

• Capable of deep technical engagement and effective leadership, both are crucial in this role.

• Proven history of establishing or refining processes related to incident response, escalations, and service quality.

• Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.

🏝️ Benefits

• Competitive compensation in both cash and equity.

• Early exercise available for all options, including those pre-vested.

• Work from anywhere: Embrace a remote-first culture.

• Flexible paid time off along with a year-end break.

• Health insurance, dental, and vision coverage for employees and their dependents - *specific to US and Canada*.

• 4% matching in 401k / RRSP - *specific to US and Canada*.

• MacBook Pro delivered right to your door.

• One-time stipend to establish a home office — desk, chair, monitor, etc.

• Monthly meal stipend.

• Monthly social meetup stipend.

• Annual health and wellness stipend.

• Annual learning stipend.