Supportability Engineer 3

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

📋 Description

• Integrate customer supportability requirements during the initial phases of the Product Development Lifecycle (PDLC) by engaging in design reviews and technical planning with R&D.

• Assess support data and customer insights to build evidence-based business cases that persuade R&D to prioritize specific enhancements.

• Deliver specifications for proactive product features (such as enhanced error messages and diagnostic tools) aimed at minimizing friction and preventing potential support tickets.

• Coordinate the Global Operations readiness strategy for new features, ensuring that Frontline Support and Operations teams receive the necessary training, documentation, and tools prior to launch.

• Collaborate with R&D to convert complex customer use cases into actionable requirements that promote the long-term health of the product.

⛳️ Requirements

• A minimum of 5 years of experience in Technical Support, Product Operations, Technical Account Management, or Engineering, focusing on complex technical products (APIs, SaaS, or Telecommunications).

• Experience in the technology sector (including APIs and VOIP) in either a development or support role. Familiarity with customer or consumer trust applications and systems is preferred.

• Demonstrated analytical abilities with experience using data tools (such as Splunk, DataDog, Snowflake, SQL, or Tableau) to extract actionable insights from customer feedback and support trends.

• Strong communication and influencing skills, with the capability to advocate for customer needs to technical stakeholders and negotiate the prioritization of supportability features.

• Experience with project management methodologies or managing programs/product launches is preferred.

• Proficiency in a scripting or programming language (Python, Java, Node.js) to enhance understanding of the developer experience is preferred.

• Knowledge of Design Thinking or User Experience (UX) principles to identify friction points in customer journeys is preferred.

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• Retirement savings program

• And much more. Offerings vary by location.