Lead Support Engineer
Core
Lead a team of Technical Support Engineers (TSEs) by providing hands-on technical enablement, coaching, and escalation review to improve their troubleshooting capabilities and product knowledge.
Role type
Senior IC technical support lead / internal enablement expert
Builds
TSE capability, troubleshooting guides, knowledge base, and diagnostic checklists
Domain
SaaS, fleet management, logistics, and asset management platforms
Required skills
complex technical troubleshooting, coaching technical professionals, SQL, log analysis, API debugging, hardware/firmware diagnostics, technical documentation, root cause analysis, SQL scripting
Preferred skills
experience with fleet management or logistics platforms, experience with DataDog, experience with third-party integrations
Technologies
SQL, APIs, DataDog, scripting, logs, hardware, firmware, integrations
Responsibilities
Assist TSEs with complex issues they cannot resolve independently, review TSE investigations and provide actionable coaching, build and improve TSE knowledge of products and workflows, create and maintain troubleshooting guides and knowledge-base content, coordinate with Backline engineers, identify recurring investigation gaps and deliver targeted coaching, maintain records of coaching themes and technical gaps
Seniority
Senior, hands-on IC with team leadership responsibilities