Job Description
The Lead Platform Support Engineer will establish and lead a support team responsible for triaging issues, handling routine requests, and improving internal processes to ensure reliable and efficient platform support for engineers in a globally distributed environment.
Key Responsibilities
- Build and lead the Platform Support Engineering function
- Establish support processes and define the intake model
- Coach and manage a globally distributed support team
- Triaging issues and handling routine platform requests
- Improve internal processes to reduce operational load
- Enhance ticket quality and response times
- Implement automation, documentation, and platform design improvements
- Collaborate with Platform leadership to ensure reliable support for engineers
Requirements
- Experience in building and leading a support engineering or similar technical support team, including setting the intake model, defining support processes, and coaching team members in a globally distributed, async-first environment.
- Proven ability to manage operational aspects such as ticket quality, response times, and reducing support demand through automation, documentation, and platform design improvements.
- Strong collaboration skills to work closely with Platform leadership to deliver a reliable and predictable support experience for engineers.
- Experience in triaging issues, handling routine platform requests, and improving internal processes within a technical support or platform support function.
- Ability to develop and implement support processes and support models tailored to a support engineering environment.
- Technical background with sufficient knowledge to understand and support platform systems, infrastructure, or related technology stacks (specific technologies not detailed but implied).
- Experience coaching or mentoring engineers in a support or operational environment, especially within a small, growing team.
- Ability to operate effectively in a globally distributed, asynchronous work environment.
- Commitment to maintaining high standards for ticket quality and response times.
- Experience in reducing operational load on engineering teams through automation, documentation, and platform design improvements.
Benefits & Perks
Compensation/salary range not specified
Work schedule details not specified
Work environment perks include being a certified Great Place to Work in multiple countries and recognized as a top workplace on Glassdoor and Kununu
Tools and environment provided to help unleash potential
Accommodation and interview process customization available upon request
Ready to Apply?
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