Expert Support Engineer, Technical Lead
2 days ago
Santander
ph3Role Overview /h3 pWe are seeking a highly experienced Lead Technical Support Engineer to operate as the senior technical leader within the support organization. This role builds upon the Senior Technical Support Engineer (L2) foundation, expanding into technical leadership, cross‑functional influence, and operational ownership. The Lead Engineer serves as the voice of Support with Product and Engineering, driving issue resolution at scale while enabling team effectiveness through mentorship, workflow optimization, shift‑left initiatives, and continuous innovation. /p h3Key Responsibilities /h3 ul liAct as the technical escalation point for the most complex and business‑critical issues. /li liRepresent Support in Engineering and Product meetings, speaking on behalf of customer impact and supportability. /li liLead technical discussions with Engineering and Product on defects, prioritization, and product improvements. /li liDrive end‑to‑end workflow management including ticket prioritization, backlog health, and SLA adherence. /li liMentor and coach L1/L2 engineers, elevating technical capability and performance across the team. /li liLead shift‑left initiatives to improve self‑service, documentation, and first‑touch resolution. /li liPartner with Product and Engineering to eliminate recurring issues and improve platform stability. /li liLead major incident technical coordination and post‑incident improvements. /li /ul h3Continuous Learning Innovation Expectations /h3 ul liContinuously upskill in emerging technical tools, platforms, and modern support technologies. /li liActively develop expertise in AI tools and capabilities to enhance troubleshooting, automation, and decision‑making. /li liLeverage AI as a transformative tool to improve customer experience, reduce MTTR, and drive support efficiency. /li liDrive adoption of AI‑enabled workflows, including knowledge generation, ticket automation, and self‑service enhancements. /li liMentor team members on leveraging AI and modern tools to elevate overall team capability and scale impact. /li /ul h3Knowledge, Skills, and Experience /h3 ul li7+ years in technical support or related technical roles. /li liStrong expertise in cloud, APIs, integrations, and system architecture. /li liProven leadership, mentorship, and cross‑functional influence. /li liExperience driving operational improvements and workflow optimization. /li liExcellent communication skills translating technical issues into business impact. /li /ul /p #J-18808-Ljbffr