Support Delivery Lead
Leads and scales a global technical support engineering team serving strategic enterprise customers, resolving complex escalations and improving support systems. Requires 10+ years in technical support or software engineering and 5+ years managing technical teams.
About the job
Responsibilities
- Build and lead a team of technical troubleshooting and support engineering experts.
- Serve as the escalation point before core Engineering for complex customer issues.
- Partner with Engineering, customer teams, field teams, and senior leaders to resolve escalated issues and coordinate resources.
- Operationalize solutions from customer issues, improve internal processes, influence product roadmaps, and enhance customer experience.
- Manage team scaling and global 24x7 coverage, including holidays and weekends as needed.
- Build strong relationships with strategic customers and support application success.
- Contribute to broader Support leadership and organizational initiatives.
Requirements
- 10+ years of experience in technical support engineering or software engineering.
- 5+ years of experience leading and managing technical support engineering or software engineering teams.
- Experience leading highly skilled engineering teams and empowering senior individual contributors.
- Deep technical experience in application development or infrastructure.
- Strong operational systems and customer reliability instincts.
- Cross-functional influence on Engineering and Product roadmaps.
- Automation-first approach with experience implementing scalable tooling or processes.
- Ability to operate strategically while engaging with technical details.
- Experience building trust with strategic accounts during critical issues or transformation.
Nice to Have
- Experience in high-scale or fast-paced environments.
- Experience building a support organization from first principles.
- Experience supporting AI platform deployments or enterprise applications.
Skills
Technical Support, Software Engineering, Application Development, Infrastructure, Incident Troubleshooting, Customer Reliability, Automation, Tooling, Process Improvement, Product Roadmap, Cross-Functional Leadership, Enterprise Applications
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