Customer Support Engineer
Tier 2 Support Engineer handling escalated technical tickets for a distributed SaaS networking product. Requires 4+ years SaaS support experience and strong networking fundamentals.
Technical Operations Lead
Leads operations for vendor technical support teams, handles escalations, troubleshoots issues, and bridges customers with engineering to resolve platform problems. Requires 5+ years in technical support ops and familiarity with ad tech, APIs, JavaScript, and debugging.
New York, NYSupport EngineeringRemote5+ YOE
About the role
What You'll Do
- Lead the day-to-day operations of vendor Technical Support teams, ensuring timely and accurate resolution of technical issues across advertiser and internal requests
- Serve as the primary escalation point for complex technical issues, troubleshooting and resolving problems before escalating to Engineering where possible
- Partner with Product and Engineering to prioritize and resolve bugs, and support the incident management process with clear and actionable information
- Build and improve escalation workflows and processes to ensure efficient communication between support, product, and engineering teams
- Identify recurring issues and root causes, and advocate for long-term fixes that improve platform stability and reliability
- Own and maintain the technical knowledge base, troubleshooting guides, and escalation documentation to ensure clarity and usability
- Identify skill gaps within the support team and support onboarding and ongoing learning programs in partnership with vendor training teams
- Review support cases to identify trends, improve quality, and enhance support effectiveness
- Collaborate cross-functionally with Product, Engineering, Product Marketing, Sales Systems, and other teams on launches, known issues, and improvements
Who You Are
- 5+ years of experience in technical support operations, solutions engineering, technical program management, or a similar role
- Experience working with global vendor support teams across multiple time zones
- Strong technical knowledge, including familiarity with ad serving, pixels, conversion tracking, APIs, debugging tools, and web technologies such as HTML and JavaScript
- Can interpret technical documentation, bug reports, and engineering tickets, and translate them into clear guidance for a range of audiences
- Proactive approach to identifying patterns, solving problems, and improving processes
- Detail-oriented and organized, with a focus on maintaining high-quality documentation and workflows
- Communicate clearly and collaborate effectively across technical and non-technical teams
Skills
APIsJavaScriptHTMLAd ServingPixelsConversion TrackingDebugging ToolsIncident ManagementTechnical DocumentationEscalation Workflows
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