Support Technical Leader

• Oversee daily ticket queues and ensure SLA compliance.
• Monitor long-running or stalled tickets and take corrective action.
• Handle a defined number of tickets weekly to maintain technical proficiency.
• Unblock high-priority or complex cases to maintain workflow continuity.

• Independently resolve complex issues using established troubleshooting principles.
• Lead resolution of escalated or high-impact cases requiring deeper expertise.
• Collaborate with Engineering and Product on bugs, fixes, and process alignment.
• Drive root cause analysis (RCA) and advocate for long-term product fixes.
• Ensure escalations to Engineering are clear, complete, and actionable.

• Act as a leadership escalation point for complex or sensitive customer situations.
• Join customer calls when needed to clarify technical direction and manage expectations.
• Support engineers in communicating complex technical findings to customers.

• Conduct structured 1:1s focused on performance, development, and support needs.
• Coach engineers on handling complex tickets and customer communication.
• Resolve interpersonal conflicts and help maintain team morale.
• Lead daily stand-ups to align priorities and manage risk.

• Participate in Engineering and Product syncs, sharing insights on ticket trends.
• Track development-related issues and ensure timely follow-up.
• Collect and share engineer feedback on fixes, product quality, and process gaps.

• Monitor KPIs such as SLA adherence, long-running tickets, CSAT, and escalation volume.
• Identify recurring issues and propose improvement actions.
• Contribute to documentation and workflow updates.

• 5+ years of experience in technical or application support roles.
• Proven experience supporting workload automation platforms such as RMJ.
• Prior experience in mentorship, technical leadership, or informal team lead roles.
• Strong troubleshooting skills across OS, databases, networking, APIs, and RMJ components.
• Proficiency in English (written and spoken).

If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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