This role is the primary escalation point for our frontline support team – the person they turn to when an issue demands deeper investigation, broader product context, or a more senior technical hand. You'll be expected to lead from the front: diving into complex data pipeline failures, owning resolution end-to-end, creating runbooks, and domain expertise to continuously raise the bar as you always keep your knowledge up to date.
Beyond the technical work, you'll be a trusted face to our enterprise customers – attending customer meetings, communicating with clarity and confidence, and building the kind of credibility that makes customers feel in good hands even when things go wrong.
This is a role for someone who takes real ownership – of the quality of every escalation that moves upstream, and of the knowledge systems that make the entire support organization smarter over time.
What You'll Do:
Know how to take resolution within the SLA end-to-end – ensuring complex issues are resolved thoroughly, not just closed.
Be the technical escalation point from the frontline support team, picking up high-complexity issues and driving them to resolution with minimal unnecessary escalation to R&D.
Own the team's knowledge base and runbook ecosystem – making sure documentation is alive, accurate, and genuinely useful, not a graveyard of stale procedures.
Set and enforce R&D handoff quality standards – every escalation that reaches engineering should be well-investigated, clearly documented, and impossible to bounce back as "not enough info."
Develop deep product area expertise across domains, distributing ownership across your team so that every product surface has a go-to engineer.
Represent the support function in customer meetings – you'll be the technical face of support for enterprise accounts, able to speak credibly about root causes, timelines, and remediation.
Collaborate closely with the Escalation Leader and R&D to close feedback loops, reduce recurring issues, and feed product insights back upstream.
B.Sc. or higher in Computer Science, Engineering, or a related field.
5+ years of hands-on technical support or engineering experience in a B2B SaaS environment.
Strong technical depth – proficiency in Python and SQL is a must, with meaningful experience working with data pipelines and orchestration tools (Dagster or Airflow strongly preferred).
Proven experience owning and improving knowledge management systems – you know that a great runbook is a force multiplier.
Track record of reducing escalation noise – you've built or enforced criteria that kept R&D focused on what only R&D can solve.
Customer-facing confidence – you're comfortable in enterprise meetings, translating technical complexity into clear, trust-building communication.
Hands-on experience building agents and optimizing operational processes using agentic AI and vibe coding – youve designed and deployed AI-driven workflows that meaningfully reduced manual overhead and accelerated resolution cycles.
Strong written and verbal communication in English.
