Senior Global Dedicated Support Engineer

United States Digital Space LLC; United States; On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid work model

Relocation assistance

Job summary

United States Digital Space LLC is seeking a Senior Leader to scale Dedicated Support Engineering globally. You will define the function, build the team, and deliver technically rigorous, proactive support for customers with complex workloads.

The role unites organizational leadership, technical judgment, and executive engagement. You will establish a model where DSEs develop deep customer context, drive investigations, and translate learnings into company-wide improvements.

Qualifications

• 12+ years in technical customer-facing roles with leadership in enterprise support.
• 6+ years leading senior engineers and technical leaders across regions.
• Strong foundation in production troubleshooting and reliability.
• Experience building trust with executives and engineering leaders.
• Proven ability to scale a global, high‑impact support function.

Responsibilities

• Set strategy for Dedicated Support Engineering and growth plan.
• Build and coach a high‑performing global organization.
• Design customer engagement models and clear ownership handoffs.
• Define when to continue investigations versus escalation to Engineering.
• Embed proactive reliability practices and incident learnings.
• Lead senior escalations and align cross‑team responders.
• Oversee capacity planning, investments, and service commitments.
• Define outcomes metrics and drive data‑driven improvements.
• Influence product and engineering priorities for reliability.
• Apply AI and automation to preserve context and speed investigations.

Skills

Leadership

Enterprise support

Technical account management

Production troubleshooting

Executive stakeholder management

Ambiguity management

Hiring and coaching

Reliability and observability

Automation & AI impact

Tools

APIs

Distributed systems

Cloud infrastructure

Enterprise integrations

Job description

United States Digital Space LLC is seeking a Senior Leader to scale Dedicated Support Engineering globally. You will define the function, build the team, and deliver technically rigorous, proactive support for customers with complex workloads.

The role unites organizational leadership, technical judgment, and executive engagement. You will establish a model where DSEs develop deep customer context, drive investigations, and translate learnings into company-wide improvements.