Support Engineering Lead
New
S
SardineFinancial Technology
United States; CanadaFull-TimeLead
Salary$105K - $160K; Canada: CA$135K – CA$200K
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Job Details
- Experience
- 7+ years in technical support, support engineering, software engineering, or a related technical role; 3+ years managing technical support teams
- Required Skills
- SQLPeople ManagementRESTful APIsProcess improvementTechnical supportDebugging
Requirements
- 7+ years in technical support, support engineering, software engineering, or a related technical role
- 3+ years managing technical support teams, including performance management and coaching
- Hands-on technical background with prior software development experience
- Proficiency with SQL and REST APIs
- Experience using debugging and observability tools
- Experience in both startup and larger company environments
- Experience running high-volume support operations with enterprise SLAs and on-call responsibilities
- Track record of building or improving processes around incident response, escalations, and service quality
- Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
Responsibilities
- Lead, coach, and develop a team of Support Engineers, driving accountability, continuous growth, and a high-performance culture
- Own service delivery end-to-end, acting as the primary escalation point for complex technical issues and enterprise customer situations
- Get hands-on when it counts, diving into tickets, debugging API issues, joining customer calls, and leading incident response alongside your team
- Build and enforce operational processes including incident management, escalation playbooks, and internal quality review frameworks
- Define and track team metrics and dashboards, using data to identify trends, surface systemic issues, and drive continuous improvement
- Partner with Engineering, Product, and Customer Success to advocate for customer needs and influence platform improvements
- Champion AI and automation adoption, including Pylon's AI Assistant, to improve team productivity and service quality
- Lead hiring, onboarding, and career development to scale the support organization as Sardine grows
- Represent the support function in cross-functional forums and contribute to strategic decisions with customer insights and operational data
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