Engineering Support Lead Engineering Team Remote

Remote Engineering Support Lead We're looking for an Engineering Support Lead to run our second-line engineering support. Engineers from across our teams rotate through on-call and handle most of the daily work. Your job is to lead the process, not to fix every bug yourself. You spot the issues that keep coming back and turn them into lasting fixes. You make our AI-powered support workflows faster and smarter. When a problem is hard enough, you dig in yourself. Great support comes from people who care, and you do. What you’ll do Lead second-line support: the process, the on-call rotation, and the quality of every resolution. Run alongside the engineers on rotation. Coordinate them, unblock them, and step in on the hardest problems. Track issues across rotations. Find the ones that recur and fix the root cause for good. Own our AI-powered support tooling, and keep improving the automation that helps the rotation move faster. Coach one or two junior support engineers. Teach them how you work and how to think. Work with our product teams. They back the rotation as domain experts, and you route issues to them fast. Make support faster and better over time. What you’ll bring 5+ years of engineering experience. You have solved hard, ambiguous problems before. Sharp analytical skills and strong organization. You keep many threads open without dropping any. Leadership experience: ment...