Technical Support Engineer

Reporting to our Technical Support Lead, as a Technical Support Engineer, you will be responsible for owning the identification, diagnosis, and resolution of complex customer incidents and acting as a primary escalation point, leveraging excellent and prompt communications with our customers. This role will lead cross-functional partnerships to drive technical improvements and mentor junior team members within our hyper-growth start-up.

Qualifications

• 4+ years of practical experience in a technical support role, serving as a primary point of escalation, or equivalent technical expertise.
• Excellent communication skills, both written and verbal, capable of managing complex, high-stakes customer conversations.
• Proven expertise in effectively triaging, troubleshooting, and resolving complex technical issues at a deep, root-cause level.
• Mastery of concepts and tools, including SQL, logging tools (LogRocket, Datadog, etc.), APIs, and SSO configuration.
• Expertise using Zendesk and Jira to manage and streamline support workflows.
• Preferred: deep understanding of the software development lifecycle, git, and project management tools.
• Highly Preferred: proven comfort in reading/debugging code in Python, Node.js, Typescript, and React.

Key Responsibilities

• Own the resolution of high-priority, escalated, and complex customer incidents, minimizing customer downtime.
• Serve as the subject matter expert (SME) for deep-dive technical troubleshooting across the LinearB UI and backend-including independent review and analysis of our database and logs.
• Communicate in a friendly and thorough way with our geographically diverse customer base.
• Lead the definition and implementation of advanced documentation and escalation standards to ensure rapid and high-quality handoffs to the engineering team.
• Drive strategic cross-functional partnerships with the Product and Engineering teams to advocate for customer needs and influence product improvements.
• Proactively identify, define, and implement new processes, tools, and best practices to dramatically increase the efficiency and quality of the entire support team.
• This position includes working 3 days a week from our office

LinearB Values:

• Put the Customer First
• Take Ownership
• One Team
• Show Product Expertise
• Be Data Driven
• Reach for the Next Level
• Listen Curiously & Speak Courageously

LinearB is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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