Support Operations Engineer

What You Will Do

• Own how we interact with our customer and partner end to end, across all channels, from first contact through resolution
• Identify recurring issues and escalation patterns and translate them into actionable improvements for Product, Engineering, and internal processes
• Maintain and improve the knowledge base and documentation infrastructure that powers our support operation and AI tools
• Configure, optimize, and improve the tooling and workflows the support team runs on
• Work closely with Technical Support on complex escalations, and with BizOps, Connectivity, and product teams when issues point to something systemic
• Contribute to automation and agentic support initiatives, helping define how AI fits into the support workflow
• Track and analyze support data to surface insights, measure performance, and drive continuous improvement

What We Are Looking For

• Experience in a customer-facing or operations role at a tech company, ideally in a B2B or B2B2C environment
• Strong analytical mindset, you're comfortable working with data and drawing conclusions from it
• High technical aptitude, you need to be able to understand how products work and learn complex tooling quickly
• Clear, concise communicator with both customers and internal teams
• Self-directed and comfortable with ambiguity, you don't wait to be told what needs fixing
• Genuine interest in AI, automation, and how they can make support smarter over time
• Telco experience is not required; curiosity is

Salary Range: $150,000 - $180,000 USD