Lead Technical Support Engineer — Remote, Automation & SLA

LinearB; Boston (MA); On-site; USD 110,000 - 170,000; Full time

Job summary

LinearB is seeking a Lead Technical Support Engineer to own the support function end-to-end within our Customer Success organization. Reporting to the VP of Customer Success, you will be the deepest technical troubleshooter we have and decide how support works, including automation, coverage, and escalation.

You will shape the function's future, building leverage through automation, first-line support, or outsourcing as needed.

Qualifications

• 5+ years in a technical support, solutions or site reliability role where you were the person others escalated to.
• Proven ability to triage, troubleshoot and resolve complex issues at root cause, independently.
• Mastery of SQL, logging and observability tools (Datadog, LogRocket or similar), REST APIs, and SSO and SCIM configuration.
• Practical experience with Zendesk and Jira, and a point of view on how they should be configured rather than just how to use them.
• Demonstrated experience reducing support load through automation or process.
• Nice to have: comfort reading and debugging code. Python, Node.js, TypeScript and React are common here.

Responsibilities

• Own the hardest tickets end to end: reproduce bugs, read logs, debug integrations with GitHub, GitLab, Jira and CI systems.
• Escalate genuine defects with a clean reproduction and a clear ask; stay accountable through resolution.
• Automate triage, severity classification and routing to start from a sorted queue.
• Collaborate with Product docs to close gaps between customer asks and docs answers.
• Design how support coverage actually works: hours staffed, who, and what happens outside them.

Skills

SQL

Observability

REST APIs

Zendesk

Jira

Automation

Code reading

Tools

Datadog

LogRocket

SCIM

Git

Job description

LinearB is seeking a Lead Technical Support Engineer to own the support function end-to-end within our Customer Success organization. Reporting to the VP of Customer Success, you will be the deepest technical troubleshooter we have and decide how support works, including automation, coverage, and escalation.

You will shape the function's future, building leverage through automation, first-line support, or outsourcing as needed.