Principal Support Engineer
Core
Senior technical leader bridging Product, Engineering, and Operations to ensure successful transition of new capabilities into production, resolve complex incidents, and drive platform modernization.
Role type
Principal Support Engineer (Senior IC)
Builds
Production-ready support models, operational readiness criteria, and improved customer journeys for global SaaS platforms.
Domain
SaaS / Cloud Infrastructure / Enterprise Support
Required skills
Complex incident resolution, vendor escalation management, distributed systems debugging, REST API troubleshooting, product lifecycle management, operational readiness planning, stakeholder influence, technical discovery, legacy system modernization, automation strategy
Preferred skills
Datadog expertise, Zendesk workflow optimization
Technologies
Datadog, Postman, cURL, JSON, REST APIs, Zendesk, AWS, Microsoft, Adobe, Cisco
Responsibilities
Lead high-severity customer escalations and vendor ticket escalations; perform hands-on troubleshooting using logs, traces, and APIs; define operational readiness criteria and lead hypercare for new launches; collaborate with Engineering to deliver root-cause fixes; analyze customer journeys to identify UX/CX friction; map legacy processes to support modernization initiatives; publish operational metrics and identify automation opportunities.
Seniority
Principal, hands-on technical leader
