Support Engineering Lead

A company is looking for a Support Engineering & Escalations Lead. Key Responsibilities Investigate complex customer issues and assess their impact on the platform Translate customer-facing issues into structured engineering tasks and improve escalation quality Manage Tier 2 escalations and enhance troubleshooting standards while coaching Tier 1 team members Required Qualifications 3-6+ years in Support Engineering, Technical Support, or a similar role in a B2B SaaS environment Strong technical investigation skills, including experience with logs and system behavior Experience writing structured engineering issues in GitHub or similar platforms Ability to operate independently and make sound judgments regarding impact and prioritization Ownership mindset with a focus on problem resolution and interest in leadership growth