Lead Technical Support Engineer: Automation & SLA Ownership

LinearB, Inc.; Boston, Northern (MA, KY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

LinearB is seeking an experienced, hands-on Lead Technical Support Engineer to join our Customer Success organization. You will own LinearB's support function end-to-end, shaping how the team operates, automates, and covers time zones.

You will resolve the deepest technical issues, define how we triage and deflect tickets, and partner with Product and Engineering to improve our docs and tooling. You will design the support coverage model, manage a rotation of contributors beyond core hours, and

Qualifications

• 5+ years in a technical support, solutions or site reliability role.
• Ability to triage, troubleshoot and resolve complex issues at root cause.
• Experience with SQL, logging/observability tools, REST APIs, SSO/SCIM.
• Proven Zendesk and Jira usage with thoughtful configurations.
• Experience reducing support load via automation or process.

Responsibilities

• Own the hardest tickets end to end: reproduce bugs, read logs, debug integrations, and find workarounds.
• Automate triage, severity classification and routing to start from a sorted queue.
• Collaborate with Product docs to close gaps between customer questions and docs.
• Lead coverage model and schedule, ensure clear SLA with clients.
• Build per-account SLA instrumentation in Zendesk and report on contractual obligations.

Skills

Troubleshooting

Root cause analysis

SQL

Observability tools

REST APIs

Zendesk/Jira

Automation experience

Communication

Product collaboration

Code reading

Python

Node.js

TypeScript

React

Tools

Datadog

LogRocket

REST APIs

SSO/SCIM

Zendesk

Jira

Git

Automation tooling

Job description

LinearB is seeking an experienced, hands-on Lead Technical Support Engineer to join our Customer Success organization. You will own LinearB's support function end-to-end, shaping how the team operates, automates, and covers time zones.

You will resolve the deepest technical issues, define how we triage and deflect tickets, and partner with Product and Engineering to improve our docs and tooling. You will design the support coverage model, manage a rotation of contributors beyond core hours, and