Product Support & Enablement Lead

Highlights

• Lead and coach a distributed L1 Product Support team handling enterprise issues.
• Build playbooks and automation to resolve more issues without L2 escalation.
• Partner with Engineering and Product to fix recurring issues at the source.

What they offer

• Healthcare coverage
• Parental leave
• Retirement plans
• Relocation support
• Wellness programs
• Meal and transportation allowances

Ideal candidate

A collaborative technical leader who loves coaching support teams and digging into complex customer issues. You thrive in fast-moving environments and enjoy improving workflows across time zones.

Requirements

• Significant experience in customer-facing technical support, product support, or support operations in a fast-moving technology environment
• Senior people-management experience, including leading, coaching, and developing a Support team
• Strong technical judgment and troubleshooting skills, including investigating issues, reproducing bugs, and understanding API requests and errors
• Experience managing support queues, escalations, service quality, and operational performance
• Experience improving workflows, tooling, or knowledge management
• Ability to use support data to identify bottlenecks and prioritize improvements without losing sight of customer experience
• Excellent written and verbal communication skills in English, including explaining technical issues clearly
• Pragmatic, collaborative approach and comfort working across time zones and functions