What are the responsibilities and job description for the Technical Support Engineer position at LinearB?
Reporting to our Technical Support Lead, as a Technical Support Engineer, you will be responsible for owning the identification, diagnosis, and resolution of complex customer incidents and acting as a primary escalation point, leveraging excellent and prompt communications with our customers. This role will lead cross-functional partnerships to drive technical improvements and mentor junior team members within our hyper-growth start-up.
Qualifications
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Qualifications
- 4 years of practical experience in a technical support role, serving as a primary point of escalation, or equivalent technical expertise
- Excellent communication skills, both written and verbal, capable of managing complex, high-stakes customer conversations
- Proven expertise in effectively triaging, troubleshooting, and resolving complex technical issues at a deep, root-cause level
- Mastery of concepts and tools, including SQL, logging tools (LogRocket, Datadog, etc.), APIs, and SSO configuration
- Expertise using Zendesk and Jira to manage and streamline support workflows
- Preferred: deep understanding of the software development lifecycle, git, and project management tools
- Highly Preferred: proven comfort in reading/debugging code in Python, Node.js, Typescript, and React
- Own the resolution of high-priority, escalated, and complex customer incidents, minimizing customer downtime
- Serve as the subject matter expert (SME) for deep-dive technical troubleshooting across the LinearB UI and backend—including independent review and analysis of our database and logs
- Communicate in a friendly and thorough way with our geographically diverse customer base
- Lead the definition and implementation of advanced documentation and escalation standards to ensure rapid and high-quality handoffs to the engineering team
- Drive strategic cross-functional partnerships with the Product and Engineering teams to advocate for customer needs and influence product improvements
- Proactively identify, define, and implement new processes, tools, and best practices to dramatically increase the efficiency and quality of the entire support team
- This position includes working 3 days a week from our office
- Put the Customer First
- Take Ownership
- One Team
- Show Product Expertise
- Be Data Driven
- Reach for the Next Level
- Listen Curiously & Speak Courageously
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