Principal Support Engineer
Skills
Continuous ImprovementCustomer SuccessDatabasesEvolutionPost-Sales SupportRoot Cause AnalysisSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Extensive experience in technical support or success engineering roles with complex escalations
- Strong background supporting enterprise customers
- Experience in an API or APIM environment
- Hands-on familiarity with related technologies such as Kubernetes Docker databases and SSO or IDPs
- Strong debugging ability including reading source code and diagnosing distributed systems
- Excellent written and verbal communication skills
- Ability to influence across Product Engineering and Customer Success without direct authority
- Passion for operational excellence automation and scalable support strategies
- Growth mindset with curiosity humility and continuous improvement
- Willingness to work rotational on-call shifts including weekends
Nice to have
- Strategic
- Proactive
- Collaborative
- Analytical
- Customer-focused
- Adaptable
Day to day
- Serve as a senior technical leader within Customer Success, handling high-priority escalations and complex support challenges
- Lead deep debugging, source code analysis, and incident resolution across distributed systems
- Drive process improvements, automation, and documentation to improve support speed, quality, and scalability