Job summary
This role involves leading a global support engineering team that aids developers and enterprise customers with a technical software platform. The position focuses on managing support operations, driving customer satisfaction, and enabling continuous improvement through collaboration with product and engineering teams.
Location and work setup
- Location
- Oslo
- Work setup
- Remote
Responsibilities
Lead daily support engineering operations including queue management, triage, SLA adherence, and escalations. Partner with Engineering, Solution Architecture, and Customer Success teams to resolve complex technical issues. Develop and maintain support infrastructure such as tooling, workflows, and knowledge bases. Monitor key performance metrics and implement improvements. Hire, coach, and develop a globally distributed team with deep platform expertise. Establish career growth frameworks and foster a culture centered on technical curiosity and customer empathy. Collaborate cross-functionally to shape long-term support strategy aligned with company growth and enterprise customer needs, including involvement in product launches and executive-level escalations.
Qualifications
Minimum 7 years in technical support or support engineering with at least 3 years of leadership experience. Demonstrated success in building or scaling support engineering teams in developer-first or API-driven SaaS environments. Strong technical skills including code comprehension, API debugging, and understanding of headless architectures and content delivery systems. Excellent communication skills for diverse audiences. Proficient in using data and metrics to drive team performance improvements. Highly organized with the capability to manage competing priorities across global teams. The role is open to candidates located in North America or Europe and does not require Norwegian language skills.