Senior Support Engineer

Responsibilities

• Lead the technical support function, including responding to support requests, triaging issues, and developing new support processes or tools as needed.
• Ensure that partner and customer issues are being addressed in a timely and effective manner, and work closely with the Developer Relations, Product, and Engineering teams to resolve complex issues.
• Rigorously track and report on issues and the support function as a whole, defining key metrics and how they are reported to leadership.
• Act as a strong internal advocate for developers using OP products, in particular advocating for long term and proactive solutions to common issues.
• Work closely with the product team to provide feedback on customer needs and identify opportunities for product improvements.
• Develop and maintain documentation and training materials to support customers and internal teams.
• Establish process to leverage open source developers who identify, track, and resolve issues in public with the developer community.
• Work closely with the Optimism Foundation to manage technical support contributor team.

Requirements

• 5+ years of experience in technical support, with a track record of providing exceptional customer service.
• Strong technical skills and experience with troubleshooting complex issues.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, internal teams, and external partners.