Support Eng Lead - Scale a high-impact, remote team

Heidi; United States; Remote; USD 150.000 - 210.000; Vollzeit

Benefits dieser Stelle

Equity

Parental leave

Wellness budget

Remote-first culture

Zusammenfassung

Heidi is hiring a Lead Support Engineer Manager to lead, coach, and grow a high-ownership team of support engineers. You will own queue health, SLAs, escalations, and metrics, turning trends into systemic fixes and product feedback loops.

You will handle the most complex escalations personally, using logs, traces, and production code to drive resolution. Strong troubleshooting across logs and production systems is essential, as is mentoring engineers and upholding reliability especially in

Qualifikationen

• Strong technical troubleshooting across logs, traces, and production codebases.
• Experience leading or mentoring engineers with high ownership.
• Excellent written communication and collaboration skills.

Aufgaben

• Lead, coach, and grow a team of support engineers.
• Own queue health, SLAs, escalations, and metrics.
• Handle the most complex escalations personally using logs and production code.

Kenntnisse

Troubleshooting

Leadership

Communication

Jobbeschreibung

Heidi is hiring a Lead Support Engineer Manager to lead, coach, and grow a high-ownership team of support engineers. You will own queue health, SLAs, escalations, and metrics, turning trends into systemic fixes and product feedback loops.

You will handle the most complex escalations personally, using logs, traces, and production code to drive resolution. Strong troubleshooting across logs and production systems is essential, as is mentoring engineers and upholding reliability especially in