Experteer Overview As Lead Technical Support Engineer, you drive technical leadership within the support team and partner with Product and Engineering to resolve critical issues at scale. You own end-to-end workflow management, mentor junior engineers, and push for shift-left improvements to boost self-service and first-contact resolution. You represent Support in cross-functional meetings, translating customer impact into actionable product and platform enhancements. You’ll spearhead major incident coordination and post-incident improvements, using AI-powered workflows to raise support effectiveness. This role blends deep technical expertise with people leadership to elevate customer experience and platform稳定Compensaciones / Incentivos
- Escalation point for the most complex, business-critical issues
- Represent Support in Engineering and Product meetings, articulating customer impact and supportability
- Lead technical discussions on defects, prioritization, and product improvements




- Drive end-to-end workflow management, including ticket prioritization and SLA adherence
- Mentor and coach L1/L2 engineers to raise technical capability
- Lead shift-left initiatives to improve self-service, docs, and first-touch resolution
- Collaborate with Product and Engineering to reduce recurring issues and improve stability
- Lead major incident technical coordination and post-incident improvementsResponsabilidades
- 7+ years in technical support or related roles
- Strong expertise in cloud, APIs, integrations, and system architecture
- Proven leadership, mentorship, and cross-functional influence
- Experience driving operational improvements and workflow optimization
- Excellent communication translating technical issues into business impactRequisitos principales
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📌 Expert Support Engineer, Technical Lead (Santander)
🏢 Ingram Micro
📍 Santander