Support Delivery Lead

Key Responsibilities

• Build and lead a team of top technical and troubleshooting experts; act as the last line of defense before core Engineering.
• Partner with engineering and customer teams to build systems for resolving escalated issues; engage senior leaders and coordinate cross-team resources.
• Operationalize learnings from customer issues at scale: iterate on processes with Engineering, GTM, and vendor partners; influence product roadmaps; improve customer experience.
• Manage team scaling and operations to deliver 24x7 global coverage, including holidays and weekends.
• Build strong relationships with strategic customers to ensure application success.
• Assist broadly beyond the core team remit.
• Contribute to the broader Support leadership team, building across the organization.

Qualifications

• 10+ years leading technical support engineering or software engineering teams in high-scale or fast-paced environments.
• 15+ years in technical support engineering or software engineering.
• Experience leading highly skilled engineering teams; comfortable empowering senior ICs while setting clear technical and operational direction.
• Deep technical experience in application development or infrastructure, with strong instinct for operational systems and customer reliability.
• Strong cross-functional partner able to influence engineering and product roadmaps via support-driven insights.
• Automation-first approach with track record of implementing tooling or processes that scale support impact through AI and systems thinking.
• Thrive in ambiguous environments; balance strategic leadership with hands-on technical details.
• Energized by customer impact; excel at building trust with strategic accounts during critical issues.
• Mission-driven, collaborative, with high integrity and humility.