Expert Support Engineer, Technical Lead

Role Overview

We are seeking a highly experienced Lead Technical Support Engineer to operate as the senior technical leader within the support organization. This role builds upon the Senior Technical Support Engineer (L2) foundation, expanding into technical leadership, cross‑functional influence, and operational ownership. The Lead Engineer serves as the voice of Support with Product and Engineering, driving issue resolution at scale while enabling team effectiveness through mentorship, workflow optimization, shift‑left initiatives, and continuous innovation.

Key Responsibilities

• Act as the technical escalation point for the most complex and business‑critical issues.
• Represent Support in Engineering and Product meetings, speaking on behalf of customer impact and supportability.
• Lead technical discussions with Engineering and Product on defects, prioritization, and product improvements.
• Drive end‑to‑end workflow mana...