Support Engineer
Core
Connect R&D and customer-facing teams by tracking, prioritizing, and resolving technical issues while building support processes.
Role type
Senior Support Engineer (Internal Operations & Workflow)
Builds
Standardized support processes, documentation templates, knowledge base materials, SLA frameworks, and reporting dashboards.
Domain
SaaS / Technical Support Operations
Deliverable
dashboards & analysis
Required skills
Technical support operations, software development lifecycle understanding, ticketing systems, process design, documentation creation, SLA management, cross-team liaison, customer onboarding support, direct customer communication
Preferred skills
Startup environment experience, US business hours availability
Technologies
Ticketing systems, Support tools
Responsibilities
Attend R&D meetings to track product developments and known issues; Coordinate escalation workflows between CSMs and engineering; Design and implement standardized support processes; Create documentation templates and knowledge base materials; Build reporting dashboards for support metrics; Provide technical guidance to CSMs and direct customer updates via [email protected]