Lead Support Engineer

As the Lead Support Engineer, you will be a senior, hands-on technical engineer within our Global Support team, working across L1 and L2 to resolve complex customer and partner issues. You will be the technical escalation point for the team, own the technical standards and operating procedures used across Global Support, and coach and up-skill fellow Support Engineers so the team can resolve issues faster and more consistently. You’ll partner closely with Product and Engineering to drive root-cause fixes through problem management, reducing recurring customer issues and continually improving the customer experience. Key Responsibilities:

• Hands-on Technical Engineering:
  • Work directly in the Global Support queues as a senior technical engineer, taking on complex and high-impact customer and partner issues across support levels.
• Technical Standards, SOPs and Knowledge Base:
  • Define and own the technical standards and operating procedures used across Global Support, and ensure effective SOPs, runbooks and knowledge base content are in place, kept up to date and used consistently, enabling fast, accurate and consistent resolution at every support level.
• Technical Escalation Point:
  • Act as the escalation point for L1 and L2 technical customer support issues, providing expert troubleshooting, clear direction and timely resolution.
• Problem Management and Root Cause:
  • Identify and raise problem management tickets to fix root causes in the platform, providing Product and Engineering with a clear hand-over, a well-defined problem statement and supporting issue data, so fixes can be prioritised efficiently and ongoing customer issues reduced.
• Support Tooling:
  • Identify the tooling L1 and L2 Support Engineers need to resolve issues in a safe and controlled way, and work with the relevant teams to put it in place.
• Coaching and Up-skilling:
  • Coach and up-skill L1 and L2 Support Engineers through technical guidance, mentoring, pairing on complex issues and knowledge sharing.
• Customer and Process Opportunities:
  • Identify customer and process improvement opportunities by tracking and reporting on metrics and trends, using data-driven insights to reduce repeat contacts and improve the customer and partner experience.

Skills, Knowledge & Expertise:

• 5+ years of experience in a technical support role within a SaaS company.
• Experience working in a queue-driven support environment, with a track record of setting clear technical standards.
• Experience with incident management, including triage, escalation and clear communication with customers and internal teams.
• Experience with the Atlassian product suite.
• Proven ability to collaborate across a broad stakeholder group, both technical and non-technical.
• Sound analytical skills to track and report on metrics, identify trends and make data-driven improvements.
• Experience coaching and up-skilling junior Support Engineers, with excellent communication and interpersonal skills.
• Bonus:
  • Experience using AI tooling to drive efficiency and improve workflows in a secure and safe way.

Job Benefits: We value flexibility:

• Work how, when and where it suits you.

Flexible and supportive leave policies:

• Including generous paid parental leave and paid leave for your birthday so you can celebrate you.

Culture is key:

• We have a great team and enjoy regular social events to foster a collaborative, supportive and fun work environment.

Advance your career:

• We invest in your future by providing an allowance to help accelerate your learning and professional development.

Bring your whole self to work:

• At Fluent, we strive to create and nurture a culture where every employee can bring their whole self to work, feel inspired, and empowered to do your life’s work (or be your best self).

Originally posted on Himalayas