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 proven leadership in complex escalations and systemic improvements
- Strong background dealing with large enterprise customers
- Strong background in an API or APIM driven environment
- Hands-on experience with related customer technologies such as Kubernetes Docker databases and SSO or IDPs
- Strong debugging skills with the ability to read source code and diagnose distributed system issues
- Exceptional written and verbal communication skills across technical and non-technical stakeholders
- Ability to lead without authority influencing product engineering and customer success peers
- Passion for operational excellence automation and scalable support strategies
- Growth mindset with curiosity humility and continuous improvement
- Comfort working with global customers and participating in rotational on-call shifts including weekends
Nice to have
- Strategic
- Technical leader
- Customer-focused
- Collaborative
- Analytical
- Proactive
- Mentoring
Day to day
- Serve as a strategic and technical leader within Customer Success, driving high-priority escalations and improving post-sales support.
- Lead deep technical investigations across distributed systems, including debugging and source code analysis to unblock customers.
- Partner with Engineering Product Account Management and Support peers to raise platform stability improve ticket quality and scale support operations.