Technical Support Engineer - L2

The Support Engineer Level 2 is a critical senior role that sits between customer-facing teams, Product Management, and Engineering. This engineer provides deep technical leadership to ensure the success of complex customer engagements. The role is highly varied and involves supporting the pre-sales, deployment, and support teams by troubleshooting escalated cases, coordinating new features and fixes, and contributing to internal documentation and best practices.

Key Responsibilities

• Supporting Customer Success: Provide technical leadership for pre-sales, deployment, and support teams. Troubleshoot escalated support cases, create reproduction environments, and work directly with engineering where required.
• Product Feedback: Play an integral part in aligning customer requirements with the product roadmap by performing early "road-testing" of pre-release software and representing field feedback to product management.
• Technical Exploration: Identify and carry out in-depth investigations and open-ended research, such as benchmarking bespoke use cases or prototyping new features.
• Enablement: Contribute to internal documentation on product capabilities and best practices, and deliver regular internal training to technical teams.