Lead Technical Support Engineer

<div class="content-intro"><p>We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.</p> <p>This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.</p></div><p><strong>THE ROLE</strong></p> <p>We are looking for a <strong>Lead Technical Support Engineer</strong> to guide our support operations. In this "player-coach" role, you will be responsible for the daily leading of the support team—managing ticket triage, overseeing SLAs, and mentoring engineers—while remaining hands-on with our most complex technical challenges.</p> <p>You will act as the technical anchor for the team, troubleshooting intricate issues across Kubernetes, Linux, and Cloud environments, and serving as the primary point of escalation for critical customer incidents.</p> <p><strong>WHAT YOU'LL DO</strong></p> <p><strong>Daily Team Leadership & Operations:</strong></p> <ul> <li><strong>Workflow Management:</strong> Oversee the daily support queue, prioritising tickets, assigning tasks based on technical expertise, and ensuring workload balance across the team.</li> <li><strong>SLA Monitoring:</strong> Ensure the team meets response and resolution times (SLAs) and manage handovers between shifts/regions.</li> <li><strong>Mentorship:</strong> Provide technical guidance and code reviews (scripts/configs) to junior support engineers.</li> <li><strong>Escalation Point:</strong> Act as the first point of internal escalation for stalled tickets or frustrated customers before they reach Engineering.</li> <li><strong>Process Improvement:</strong> Identify gaps in support workflows and refine "follow-the-sun" procedures, ensuring the knowledge base and runbooks are up to date</li> </ul> <p><strong>Advanced Technical Troubleshooting:</strong></p> <ul> <li><strong>Deep Dive Analysis:</strong> Perform root-cause analysis on logs, traces, and dumps for the platform deployed in complex VPC, private cloud, and physical data center environments.</li> <li><strong>Infrastructure Support:</strong> Troubleshoot connectivity issues across firewalls, hybrid cloud setups, and Kubernetes clusters.</li> <li><em><strong>Engineering Liaison:</strong> Collaborate closely with Engineering and DevOps to reproduce bugs, test hotfixes, and advocate for product reliability improvements.</em></li> <li