Senior Support Engineer Director

About the team

We provide reliable, friendly support. We resolve issues fast and capture insights to improve the product.

About the role

You will own meaningful scope in Customer Support. You will partner across Product, Engineering, Design, Data, and GTM to ship value fast.

What you’ll do

• Resolve customer issues with speed and empathy.
• Create and improve runbooks and knowledge articles.
• Coordinate incident response and postmortems.
• Instrument and improve SLA, CSAT, and time to resolution.
• Automate repetitive tasks to improve efficiency.
• Document decisions clearly and keep stakeholders aligned.

First 90 days

• 30d: meet SLAs and contribute runbooks
• 60d: reduce time to resolution by target percent
• 90d: raise CSAT and automate 1 workflow

What you’ll bring

• Relevant experience in a similar role within SaaS or platforms
• Ability to turn ambiguity into clear plans and shipped work
• Strong collaboration across functions and comfort with data
• Clear written communication and simple, practical thinking
• Bachelor’s or higher in Computer Science, Information Systems, or a related field

You’ll do well here if you

• Care about customer outcomes and craft
• Enjoy shipping fast and improving with data
• Keep things simple and raise the quality bar

Compensation and benefits

• Base 130k to 170k USD. Equity and comprehensive benefits. Local ranges apply outside the US.
• Competitive equity grants
• Health, time off, learning, and wellness benefits; details vary by location
• High-spec laptop and budget for your workspace