Lead Support Engineer
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Build support from 0 to 1: Design and run our support processes, including intake, triage, response targets and escalation, from the ground up.
- Be the expert our users turn to: Help contributors, reviewers and customers solve problems on the platform, from account and GitHub setup to understanding why an automated QA run failed.
- Diagnose before you answer: Read logs, traces and build output to tell a user's task problem from a platform problem, then explain it clearly to someone who isn't a platform expert.
- Direct engineering to what matters: Turn user problems into reproduced, evidence-backed issues, ranked by impact, and make sure they get fixed.
- Write the documentation: Own our knowledge base, onboarding guides and troubleshooting guides, so the same question doesn't have to be asked twice.
Що пропонуємо
- Experience building support processes from scratch, particularly in a startup or high-growth company.
- Experience in developer relations, solutions engineering or technical support for a dev-tools, cloud or AI company.
- Experience supporting a network of freelancers, contributors or an open-source community.
- Familiarity with LLMs, AI agents, reinforcement learning or sandboxed code execution.
- Experience building knowledge bases, support bots or workflow automation that measurably reduced repeat questions.
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