Overview

In this role you will lead the handoff of new products to production, guiding incident response, architectural discovery, and improvements to platform and customer journeys. You’ll bridge Product, Engineering, Operations, and Support to translate complex issues into actionable paths, driving hypercare leadership and a smooth transition into Operations. You’ll own strategic escalations, investigate root causes, and push for preventive controls and workflow improvements. This is a high-impact, cross-functional role that shapes how technology and customer experience scale globally, with a strong focus on observability, automation, and modernization.

Responsabilidades

- Perform hands-on technical troubleshooting to isolate issues and define resolution paths
- Lead high-severity and strategic customer escalations with authoritative technical direction
- Drive vendor ticket escalations and ensure SLA adherence with major vendors
- Collaborate with Engineering to deliver root-cause fixes and validate permanent resolutions
- Partner with Product to identify platform gaps and opportunities for UX improvements
- Explore new features, systems, APIs, workflows, and integration patterns for operational impact
- Define readiness criteria, support models, observability requirements, and escalation paths
- Lead hypercare for new launches and ensure controlled transitions into Operations
- Identify adoption,



stability, usability, and supportability risks pre- and post-release
- Map legacy processes and platforms to support modernization
- Analyze customer and agent journeys to reduce friction in UX/CX
- Analyze MTTR, SLA trends, and operational bottlenecks; publish metrics
- Identify automation opportunities and enhance Zendesk workflows and self-service deflection

Requisitos principales

- 10+ years in Technical Support Engineering, Escalations, SRE, Solutions Architecture, or related fields
- Ability to quickly understand unfamiliar systems and map dependencies
- Understanding of product lifecycle, release readiness, hypercare, and production transition
- Strong REST API troubleshooting using Postman, cURL, and JSON
- Experience diagnosing distributed systems, integrations, and SaaS platforms
- Proven ability to interface with strategic enterprise customers and communicate complex issues
- Hands-on experience with vendor escalation processes and SLA governance
- Knowledge of MTTR, incident management, and technical support KPIs
- Curiosity and creativity in discovering new technical capabilities

- cross-functional collaboration
- clear communication of complex issues
- ownership and initiative
- Datadog (log search, traces, monitors, dashboards)
- REST API troubleshooting
- Postman

📌 Principal Support Engineer (Santander)
🏢 Ingram Micro
📍 Santander