Remote Lead Technical Support Engineer

Description:

• The Lead Technical Support Engineer position at Owner.com involves troubleshooting and resolving advanced technical issues related to their products and services.
• The role includes building tools and processes to support and automate customer-facing teams for scalability.
• Responsibilities also include resolving customer issues by diagnosing code errors, debugging, validating, and analyzing root causes.
• The position requires accelerating the Product team's ability to identify key product bugs and scale resolutions.
• The Lead Technical Support Engineer must be able to explain the reasons behind issues and guide team members and customers to resolution with logic and context.
• Creating and curating knowledge-base articles and documentation to assist customers in helping themselves is also part of the role.
• Building internal relationships with development and product management teams to communicate customer needs and urgency is essential.
• Advocating for customers and influencing product direction through customer feedback is a key responsibility.
• The ideal candidate should be a highly skilled support engineer with expertise in various technologies across Owner.com applications.

Requirements:

• Minimum of 5 years of experience in a highly technical support or support engineering role, preferably in a software environment with DNS and SaaS integration experience.
• Extensive experience working with product and engineering teams, particularly within ticketing systems such as Linear or Jira.
• Background in Network Administration and familiarity with database concepts like Postgres.
• Customer-facing experience in a service role and a strong degree of empathy for the customer experience.
• Demonstrated ability to help other support engineers grow their technical and troubleshooting skills.
• Strong team-oriented interpersonal skills to effectively interact with individuals at all levels, from junior engineers to senior executives.
• Ability to manage time effectively, balancing multiple tasks with varying levels of priority and urgency.
• Nice to have: Advanced knowledge of basic network functions, standards, and protocols (e.g., proxies, SSL, load balancers, LDAP).

Benefits:

• The estimated base salary range for this role is the local equivalent of $100,000 - $130,000 USD.
• Comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO, and additional fun perks are included in the benefits package.