LinearB

Reporting to our VP of Customer Support, our Technical Support Lead will serve as a player/coach, balancing direct ownership of high-priority, complex customer incidents with the responsibility of managing and coaching a small team of support engineers.
This role will require excellent communication, driving technical improvements through cross-functional partnerships, and providing formal leadership within our hyper-growth start-up.

Key Responsibilities

• Individual Contributor (Player)
  • Own the resolution of high-priority, escalated, and complex customer incidents, minimizing customer downtime.
  • Serve as the subject matter expert (SME) for deep-dive technical troubleshooting across the LinearB UI and backend—including independent review and analysis of our database and logs.
  • Communicate in a friendly and thorough way with our geographically diverse customer base.
• Team Management (Coach)
  • Directly manage the day-to-day performance of a small team of Technical Support Engineers, including conducting regular 1:1 meetings, providing coaching, and managing the team's shift coverage and ticket queues.
  • Oversee and optimize the team's workload and incident assignment to ensure all Service Level Agreements (SLAs) are consistently met.
  • Actively mentor and guide team members to foster professional development and elevate the team's overall technical and communication proficiency.
• Strategic & Operational Leadership
  • Proactively identify, define, and implement new processes, tools, and best practices to dramatically increase the efficiency and quality of the entire support team.
  • Lead the definition and implementation of advanced documentation and escalation standards to ensure rapid and high-quality handoffs to the engineering team.
  • Drive strategic cross-functional partnerships with the Product and Engineering teams to advocate for customer needs and influence product improvements.

Qualifications

• 8+ years of practical experience in a technical support role or equivalent technical expertise, including at least 1 year as formal team lead.
• Proven ability to lead, motivate, and coach a small technical team, including assisting with performance coaching and task delegation.
• A track record of working with Product and Engineering teams to deliver customer feedback and align on needed product improvements based on customer needs and requests, as well as improving the Support team based on internal feedback.
• Proven expertise in effectively triaging, troubleshooting, and resolving complex technical issues at a deep, root-cause level.
• Mastery of concepts and tools including SQL, logging tools (LogRocket, Datadog, etc.), APIs, and SSO configuration.
• Expertise using Zendesk and Jira to manage and streamline support workflows.
• Preferred: deep understanding of the software development lifecycle, git, and project management tools.
• Highly Preferred: proven comfort in reading/debugging code in Python, Node.js, Typescript, and React.
• Excellent communication skills, both written and verbal, capable of managing complex, high-stakes customer conversations.
• This position includes working 3 days a week from our office

LinearB Values:

• Put the Customer First
• Take Ownership
• One Team
• Show Product Expertise
• Be Data Driven
• Reach for the Next Level
• Listen Curiously & Speak Courageously

LinearB is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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