Product Support Engineer Lead

The Product Support Engineer Lead is responsible for leading a team of product specialists, ensuring excellent customer satisfaction, and resolving complex technical issues related to our product. Additionally, this role will be involved in troubleshooting, debugging and developing workarounds in partnership with engineering and product. This role involves mentoring team members, developing support processes and workflows, and collaborating with engineering and product teams to improve product quality.  

Responsibilities

• Lead and mentor a team of product support specialists.
• Manage day-to-day support operations and workflows.
• Develop and maintain support documentation.
• Analyze support metrics and identify areas for improvement.
• Collaborate with engineering and product teams to resolve product issues.
• Escalate critical issues to the appropriate teams and follow up on resolutions.
• Provide technical support to customers via phone, email, or chat when needed
• Develop training programs for support engineers.
• Contribute to the product roadmap by providing customer and support team feedback as well as meaningfully prepared data.
• Fulfil data requests from Customer Success and Senior Leadership teams.
• Manage the Incident Management Process development, ensuring it is kept updated.
• Responsible for being the Incident Commander during Incidents

• Bachelor's degree in Computer Science or a related field.
• Proven experience in a technical support lead or manager position.
• Strong technical troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to manage and prioritize multiple tasks.
• Experience with administration of support ticketing systems.
• Knowledge of software development lifecycle.
• Proficiency with Metabase reporting 
• Passionate about the customer experience both with our product and with our services
• Ability to clearly communicate technical information to both technical and non-technical audiences