Manager — Fanatic Customer Support Engineering
Tasks
- Build support automation tooling and documentation
- Coordinate cross functional engineering responses
- Create feedback loops to product roadmap
- Define and track support metrics
- Establish incident management processes
- Handle escalation and troubleshooting workflows
- Hire and grow support engineering team
- Lead and mentor technical support engineers
- Partner with engineering and product to resolve production issues
- Resolve complex customer technical issues
- Serve as escalation point for high impact incidents
Perks/Benefits
- N/A
Skills/Tech-stack
APIs | Application Programming | Application Programming Interfaces | Automation | Cloud infrastructure | Distributed Systems | Documentation | Escalation management | Incident Management | Integrations | Programming interfaces | Python | Reliability Engineering | SaaS | Site Reliability | Site Reliability Engineering | Troubleshooting
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