Support Engineering Lead

Responsibilities

• Lead, coach, and develop a team of
• Support Engineers, driving accountability, continuous growth, and a high-performance culture
• Own service delivery end-to-end, acting as the primary escalation point for complex technical issues and enterprise customer situations
• Get hands-on when it counts, diving into tickets, debugging API issues, joining customer calls, and leading incident response alongside your team
• Build and enforce operational processes including incident management, escalation playbooks, and internal quality review frameworks
• Define and track team metrics and dashboards, using data to identify trends, surface systemic issues, and drive continuous improvement
• Partner with Engineering, Product, and Customer Success to advocate for customer needs and influence platform improvements
• Champion AI and automation adoption, including Pylon's AI Assistant, to improve team productivity and service quality
• Lead hiring, onboarding, and career development to scale the support organization as Sardine grows
• Represent the support function in cross-functional forums and contribute to strategic decisions with customer insights and operational data

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