Lead Technical Support Engineer - Remote

Overview

As the Lead Technical Support Engineer, you will play a pivotal role in ensuring our customers receive exceptional technical support while managing a dynamic and talented team of engineers. You'll be part of a forward-thinking team where collaboration, growth, and technical excellence are at the heart of everything we do. In this role, you’ll lead by example, addressing complex technical challenges while fostering a supportive environment where team members can thrive and develop their careers.

In Short

• Manage a high-performing team of Senior Technical Support Engineers (5+ people in the EU and US), creating a culture of growth, collaboration, and innovation.
• Be 80% hands-on with technical tasks, directly troubleshooting complex issues across a variety of technologies, such as databases, network performance, and distributed systems.
• Spend 20% of your time focused on team leadership, mentoring, career development, and performance evaluation.
• Drive technical excellence within the team by facilitating knowledge sharing, establishing best practices, and ensuring the team stays up to date with industry trends.
• Ensure high-touch support for our growing customer base, playing a key role in delivering proactive, high-quality support.
• Foster strong collaboration within the team and across departments, building relationships that improve team and organizational performance.
• Expand our impact by recruiting, hiring, and onboarding top-tier Technical Support Engineers.

Requirements

• 2+ years in a Lead Technical Support Engineer role, plus 5+ years of hands-on technical support engineering (Tier 3) experience.
• Expertise in troubleshooting databases, network connectivity, performance issues, and distributed systems.
• Solid experience with log analysis tools like Elastic, Grafana, and Splunk (strongly preferred).
• Proven ability to lead and scale distributed teams across multiple time zones.
• Strong mentoring skills, high emotional intelligence, and exceptional prioritization abilities.
• Experience planning, shipping, and iterating on complex infrastructure projects with predictability.
• Ability to implement tools, processes, and unblock teams to drive continuous improvement.

Benefits

• You have an opportunity to be an early employee in the fast-scaling, ambitious team.
• You can work 100% remote: we'll handle all formalities to arrange work from your home.
• We grant equity (stock options) to all full-time hires.
• We offer a competitive benefits package in line with all tech companies (top-notch equipment, unlimited vacations, paid parental leaves, and much more).
• We are distributed, yet make our bonds during regular offsites (the last one was in Lisbon, Portugal).