Lead Principal Support Engineer

Strategically resolve high-severity issues as a Lead Principal Support Engineer in a hybrid position. This role requires deep technical troubleshooting, API analysis, and strong leadership to improve overall customer interactions.

As an integral part of the support team, you will spearhead complex incident resolutions and collaborate with Engineering to eliminate root causes. You will effectively communicate with strategic customers while analyzing metrics to ensure service level agreements are met. Your leadership in developing standard operating procedures will enhance global support operations.

Key Responsibilities

• Conduct hands-on troubleshooting with Datadog and API tools
• Manage high-severity escalations and provide technical direction
• Ensure compliance with SLAs and vendor communication
• Collaborate on root-cause fixes and submit findings
• Develop workflow improvements and troubleshooting guides

Requirements

• Bachelor’s degree or relevant engineering diploma
• 10 or more years in Technical Support Engineering or SRE
• Expertise in APIs, Python scripting, and monitoring tools
• Strong analytical skills and technical communication
• Hands-on experience with SLA and incident management processes

Make a significant impact by enhancing customer service efficiency while tackling challenging technical issues within a collaborative environment.