Lead Customer Support Engineer

How you'll make an impact:

• Resolve escalated issues end-to-end 
• Lead the L2 function and act as the primary L2 escalation point for complex or unresolved technical issues from the L1 team 
• Own high-priority L2 tickets from triage to closure, ensuring deep technical troubleshooting, clear communication, and timely resolution. 
• Be hands-on: analyze logs, replicate issues, debug root causes, and implement short-term or permanent fixes independently. 


• Coordinate cross-functionally to unblock 
• Collaborate with Product, Engineering, and Customer Success to drive resolution of complex technical issues requiring multi-team effort. 
• Escalate and follow through on dependencies outside the support team's direct control. 


• Drive operational excellence 
• Build and maintain structured support workflows—including ticket prioritization, escalation paths, documentation, and handoffs. 
• Implement and optimize support tools (e.g., Jira, Zendesk) to track status, measure performance, and ensure visibility. 


• Identify patterns and improve systems 
• Analyze support trends to distinguish recurring issues from outliers; uncover root causes and recommend product or process changes. 
• Maintain a backlog of systemic issues and partner with relevant teams to drive long-term resolution. 


• Represent the customer internally 
• Act as the voice of the customer in post-incident reviews, product discussions, and planning cycles, using insights from real support cases. 
• Advocate for product reliability, usability, and supportability based on lived customer challenges. 
• Deliver concise and actional executive reporting on key metrics –ticket volumes, MTTR, FRT, CSAT, customer pain-points/escalation patterns, system health 
• Own SLAs, but don’t be bound by them: Do what it takes to keep our field users working, even when that means working odd hours or chasing down the right owner across time zones 

What we're looking for:

• A hands-on technical leader with 5–7 years in SaaS support, solutions engineering, or technical account management, including hands-on debugging and escalation management 
• Experienced in coordinating cross-functional issue resolution—you know how to get things fixed even when you don’t own the code. 
• Comfortable managing the day-to-day firefighting while keeping an eye on strategic support improvements. 
• Able to think analytically and act operationally—whether triaging a ticket or preparing a quarterly support trends deck. 
• Excellent communicator: You tailor your message for customers, engineers, or execs—with clarity, confidence, and precision 
• Tool-savvy: Comfortable using and configuring tools like Jira, Zendesk, Amplitude, Confluence, etc. 

What you'll love:

• A mission that matters—your work protects critical infrastructure and lives. 
• A global team of the best and brightest across AI, product, field ops, and science. 
• A seat at the table to shape how AiDASH scales its support model and customer experience. 
• A fast-moving, respectful culture where outcomes speak louder than org charts.