Supportability Engineer, Level 3

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

📋 Description

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

• Evaluate support data and customer input to create evidence-based business cases that guide R&D in prioritizing specific enhancements.

• Offer specifications for proactive product features (such as improved error messages and diagnostic tools) aimed at minimizing friction and reducing potential support tickets.

• Coordinate the Global Ops readiness strategy for new features, ensuring that Frontline Support and Ops teams have the requisite training, documentation, and tools before launch.

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

⛳️ Requirements

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

• Experience within 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 utilizing 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 capacity 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.

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

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

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• Retirement savings program

• And much more.