Director of Technical Support Engineering
Benefits
Unlimited PTO
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Accountabilities:
- Recruit, develop, and manage a high-performing team of technical support engineers.
- Establish strong technical standards across SQL, APIs, debugging, and cloud data systems.
- Remain directly involved in complex customer investigations.
AI-Native Support:
- Design and implement AI-assisted workflows for issue intake, triage, investigation, and diagnostics.
- Leverage approved knowledge bases, logs, telemetry, and authorized customer information.
- Ensure responsible AI implementation with privacy controls and escalation procedures.
Operational Performance:
- Monitor response times, resolution rates, SLA attainment, and team workload.
- Use support trends to inform product reliability and customer experience improvements.
- Drive permanent product and infrastructure improvements with Engineering and Product.
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