Supportability Engineer 3
Core
Embed customer-centricity into product development to eliminate friction before it reaches the user by acting as the technical voice of the customer.
Role type
Senior IC Supportability Engineer (Customer Experience Operations)
Builds
Proactive product features (error messages, diagnostic tools) and global ops readiness strategies for new features
Domain
Telecommunications / SaaS / APIs
Deliverable
product features
Required skills
Analyzing support data and customer feedback, Influencing product roadmaps, Translating complex customer use cases into actionable requirements, Orchestrating global ops readiness strategy, Embedding supportability requirements in design reviews
Preferred skills
Project management methodologies, Scripting or programming (Python, Java, Node.js), Design Thinking or UX principles
Technologies
Splunk, DataDog, Snowflake, SQL, Tableau
Responsibilities
Participate in design reviews and technical planning with R&D to embed supportability requirements; Analyze support data to construct evidence-based business cases; Provide specifications for proactive product features; Orchestrate global ops readiness strategy; Collaborate with R&D to translate customer use cases into requirements
Seniority
Senior, hands-on IC
