New York, NY, USA•New York City, NY - Hybrid
Remote
Senior
Full Time
💰$144,000 - $160,000
hybridtechnical supportSaaSleadershipcloudAPIincident management
Requirements
- •Bachelor's Degree in Computer Science, Information Technology, Information Systems, Engineering, or a related technical field, or equivalent education and practical experience
- •5+ years in SaaS technical support, operations, or escalations engineering
- •2+ years managing technical support or incident-response teams
- •Extensive experience speaking directly with CIOs, CTOs, senior business leaders, and enterprise architects
- •Strong technical troubleshooting skills across cloud platforms, APIs, and observability tools
- •Experience guiding customers through incidents with empathy, clarity, and confidence
- •Excellent communication skills—able to simplify complex technical issues for any audience
- •Ability to travel <10% as business needs require
- •Must be legally authorized to work in United States
What You'll Do
- •Lead and grow a high-performing team of Tier 2 technical support engineers
- •Own end-to-end resolution of technical incidents across cloud services, APIs, and customizations
- •Communicate clearly and confidently with executive-level customer stakeholders during escalations
- •Partner with Technical Product Manager to prioritize issues, improve triage, and reduce engineering interruptions
- •Drive problem management by identifying root causes and recurring incident patterns
- •Help implement AI-powered triage and deflection to improve speed and scale
- •Build playbooks, runbooks, and processes that elevate support quality
- •Perform other duties as assigned to support departmental and company objectives
Benefits
- •Competitive Compensation Package ($144,000 - $160,000 base salary + variable Component)
- •Comprehensive Healthcare Coverage (Health, Dental, Vision)
- •Retirement Savings Plan with an Employer Contribution
- •Professional Development Opportunities
- •Tuition Reimbursement
- •Parental Leave
- •Time Off
- •Wellness Initiatives
- •Employee Assistance Program
- •Generous Global Parental Leave
- •Calm, free premium subscription
- •Employee Discount Program