About the role
Apply an automation-first mindset to identify repeatable manual work, recurring issue patterns, and high-volume support scenarios that can be simplified, standardized, scripted, or automated. Design, improve, and maintain automation, dashboards, proactive checks, alerting signals, diagnostic workflows, and AI-assisted support tools that reduce manual troubleshooting, improve consistency, and accelerate issue resolution. Own complex customer, partner, sales, and support escalations by balancing urgency, quality, business impact, SLA expectations, and technical evidence while keeping stakeholders informed through clear and timely communication. Drive root cause analysis and service improvement in partnership with Product and Engineering, ensuring fixes, mitigations, tooling gaps, automation opportunities, and supportability improvements are prioritized, validated, and landed effectively. Translate customer and support signals into actionable product feedback, high-quality bugs, design change requests, supportability asks, automation
requirements, and business-impact summaries. Create and maintain scalable support assets, including diagnostic playbooks, troubleshooting guides, knowledge base articles, escalation templates, and readiness content that enable teams to resolve issues consistently. Support the rollout of new pilots, features, policy changes, automation capabilities, and platform updates through readiness reviews, launch validation, workflow testing, and post-release issue monitoring. Measure and improve support effectiveness through indicators such as reduced manual effort, faster triage, improved MTTR, fewer repeat contacts, fewer unnecessary escalations, more solid SLA stability, and improved customer support quality. Act as the voice of the customer and support organization by providing actionable feedback to Product, Engineering, Account Management, Support leadership, and Trust and Safety stakeholders on customer experience, supportability gaps, operational risk, and automation opportunities. Participate in operational coverage, including occasional night and weekend on-call support, to maintain service health, timely escalation response, and continuity for critical monitoring or automation workflows. Bachelor's Degree in Computer Science, Engineering, Information Technology, Data Science, Cybersecurity, or related technical field, or equivalent technical experience. OR equivalent experience. Technical experience in service engineering, software engineering, systems engineering, technical support, or a comparable engineering environment supporting online services, commercial platforms, or cloud services. Experience in customer-facing Tier 3 technical support, escalation management, live-site operations, or advanced troubleshooting for high-volume commercial platforms or cloud services. Experience designing, building, or improving automation, scripts, diagnostic workflows, dashboards, proactive checks, or alerting solutions that reduce manual effort and improve operational efficiency. Proficiency with one or more programming or scripting languages such as Python, C#, JavaScript, PowerShell, Java, or similar languages used for automation, tooling, data analysis, or troubleshooting. Experience querying, analyzing, and visualizing large datasets using SQL or equivalent data platforms to identify trends, validate hypotheses, measure support impact, and generate actionable insights. Experience working with cloud, distributed systems, telemetry, monitoring, observability, or service health tooling, preferably in Azure or comparable cloud environments. Experience troubleshooting or integrating with modern web and API technologies, including REST, JSON, XML, authentication patterns, and related data exchange or platform integration scenarios. Experience using AI-assisted tools, Copilot-style workflows, or emerging automation capabilities to improve triage, investigation, summarization, knowledge discovery, or support productivity. Strong written and verbal communication skills, with the ability to explain complex technical issues clearly to technical and non-technical audiences, including customers, partners, engineering teams, and leadership stakeholders. Strong documentation and knowledge-management skills, including experience producing troubleshooting guides, diagnostic playbooks, case notes, bug reports, readiness materials, or technical training content. Ability to collaborate across remote, global, and cross-functional teams, influence through technical evidence, and operate effectively in ambiguous situations with strong ownership and judgement. Must possess solid English language skills (speaking, reading, writing, presenting) and ability to give instructions and directions, document, present, and communicate complex technical issues to both technical experts and non-technical audiences at all levels within organizations. Occasional night and weekend on-call work.
