Engineer supporting operational readiness across T - Mobile's production network by resolving complex issues. Contributing to network stability, readiness, and the ability to scale support across the organization.
About the role
- Technical Support Lead building and leading support teams in a fast-growing AI-driven content platform. Solving technical challenges and optimizing customer support experiences for retention and growth.
Responsibilities
- Recruit, hire, onboard, and coach a high-performing technical support team
- Develop a player-coach model to solve complex customer issues while building systems for your team
- Create career development pathways and mentorship programs for technical support talent
- Design and implement an AI-first support strategy leveraging automation and self-service
- Build comprehensive self-serve support infrastructure including documentation and community resources
- Establish SLAs, response time targets, and quality metrics
- Serve as the escalation point for complex technical issues and work hands-on to debug workflows
- Develop expertise in the AirOps platform and create technical runbooks
- Partner with Solutions Architects for smooth customer handoffs and feedback loops with Product teams
- Own customer health metrics and drive expansion opportunities from support interactions
- Build early warning systems to flag at-risk accounts based on support patterns.
Requirements
- 4-6+ years in technical support, solutions engineering, technical account management, or customer success roles at high-growth B2B SaaS companies
- 2+ years of people management experience building and leading technical teams, with proven ability to recruit, develop, and retain talent
- Hands-on technical expertise with LLMs, AI techniques, prompt engineering, and API integrations
- Experience with workflow automation tools (Zapier, Make, n8n) and troubleshooting complex multi-system integrations
- Player-coach mentality equally comfortable resolving a complex technical escalation at 6pm and strategizing about team structure the next morning
- Track record of building or transforming support organizations, implementing new tools/processes, and driving measurable improvements in customer satisfaction
- Strong analytical skills with experience using data to identify trends, measure performance, and drive decision-making
- Excellent written and verbal communication skills – ability to explain complex technical concepts to diverse audiences and document solutions clearly
- Comfortable in fast-paced startup environments where you'll define processes and wear multiple hats.
Benefits
- Equity in a fast-growing startup
- Competitive benefits package tailored to your location
- Flexible time off policy
- Parental Leave
- A fun-loving and (just a bit) nerdy team that loves to move fast!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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