Lead Support Engineer

Responsibilities

• Serve as the first line of technical support and triage for the B2B customer, with strong ownership and responsiveness.
• Investigate incoming issues and identify likely causes across ML/model behavior, service outages, backend and API integrations, networking and connectivity, infrastructure and environment configuration, and deployment or dependency problems.
• Perform technical diagnosis before escalation, providing FDE and engineering teams with context, logs, reproduction steps, and an initial assessment.
• Coordinate with Forward Deployed Engineers on deeper investigation and remediation, and monitor deployment health proactively.
• Document incidents, root causes, resolutions, and recurring problems.
• Provide timely, professional communication to customer stakeholders during high-priority incidents.
• Build tools and dashboards to track Support SLOs.
• Develop deep knowledge of the customer's Dynamo deployment, infrastructure, integrations, and operating environment.

Requirements

• 5–9 years of experience in technical or production support.
• Strong troubleshooting across applications, APIs, backend systems, networking, infrastructure, and ML systems.
• Ability to distinguish ML/model failures from traditional software and infrastructure failures.
• Experience isolating problems through logs, APIs, service health, and configuration review.
• Strong understanding of production environments and incident management.
• Clear, complete client-facing communication for high-priority incidents.
• High urgency, ownership, and accountability, with the ability to drive issues to resolution across FDE, Engineering, Product, and ML teams.
• Willingness to become deeply embedded in and fully focused on the B2B customer account.