Lead Technical Support Engineer

LinearB•Boston, MA

3d•Remote

About The Position

LinearB is looking for an experienced, hands-on Lead Technical Support Engineer to join our Customer Success organization. Reporting to the VP of Customer Success, the Lead Technical Support Engineer owns LinearB's support function end-to-end. You will be the deepest technical troubleshooter we have, and you will decide how support works here: what gets automated, what gets deflected, how coverage is structured across time zones, and how we hold ourselves to the commitments in our customer contracts. You will also shape what the function becomes. We are deliberately building support around leverage rather than headcount, and the right structure is a question you will help answer: additional engineers, outsourced first-line assistance, automation, or some combination. You will lead whatever we build. LinearB sells to engineering leaders at some of the largest companies in the world. Our customers are technical, our product is technical, and the questions we get are rarely simple.

Requirements

5+ years in a technical support, solutions or site reliability role where you were the person others escalated to.
Proven ability to triage, troubleshoot and resolve complex issues at root cause, independently, without a queue of colleagues to lean on.
Mastery of SQL, logging and observability tools (Datadog, LogRocket or similar), REST APIs, and SSO and SCIM configuration.
Practical experience with Zendesk and Jira, and a point of view on how they should be configured rather than just how to use them.
Demonstrated experience reducing support load through automation or process. AI agents, deflection tooling, knowledge strategy, macro and trigger design, workflow automation, or something we have not thought of. Tell us what you built and what it changed.
A track record of working with Product and Engineering as a peer, bringing evidence rather than anecdote, and influencing what gets fixed.
Excellent written communication. Much of this job is explaining difficult technical situations clearly to senior people at large companies, in writing, under time pressure.
Working knowledge of the software development lifecycle and git.

Nice To Haves

Comfort reading and debugging code. Python, Node.js, TypeScript and React are what you would encounter here.
Formal people management experience is also nice to have.

Responsibilities

Deep technical resolution: Own the hardest tickets end to end: reproducing bugs, reading logs and production data, debugging integrations with GitHub, GitLab, Jira and CI systems, and finding workarounds when there isn't yet a fix.
Act as the subject matter expert across the LinearB UI and backend, with independent access to our database and logging tools.
Escalate genuine defects to engineering with a clean reproduction and a clear ask, and stay accountable for the customer outcome through to resolution.
Automation and deflection: Own how we reduce ticket volume and effort, and decide what that should look like. We would rather hire someone with their own view than someone executing ours.
Automate triage, severity classification and routing so that whoever picks up a ticket starts from a sorted queue.
Work with our Product documentation owners to close the gap between what customers ask and what our docs answer. You will bring the evidence of what is missing and help prioritise it; they own the content.
Treat every repeat ticket as a defect in the system, whether the fix is an article, a macro, an automation, or a product change.
The queue itself: Work the queue. Until automation and coverage carry more of the load, first-line tickets are part of this job, and we would rather say so plainly than surprise you. Reducing that share over time is one of the things we will measure you on.
Set the standard for how we respond: clear, fast, and technically correct, on every tier of ticket.
Partnership with Customer Success: Work closely with our CSM leads on the grey area between a technical problem and a customer relationship. Some tickets are purely technical. Others are a signal that an account needs a different kind of attention, and the reverse is true too: some relationship conversations turn out to be a bug.
Judge, case by case and with the CSM, who should own a given customer conversation and when to bring the other person in. Getting this right matters more than drawing a clean line between the two functions, and there is no policy that will decide it for you.
Help CSMs and CSAs get better at the technical questions they can reasonably handle, and be honest with them about the ones they should hand over.
Coverage model and how the function grows: Design how support coverage actually works: which hours are staffed, by whom, and what happens outside them. You will propose the model, not inherit one.
Coordinate a rotation of technical contributors from our CSM and CSA teams who support the queue outside core hours. You will own the schedule and the handoffs.
Make the case for what the function needs next, whether that is another engineer, an outsourced first-line partner, or more automation. As we add capacity, you lead it.
Build per-account SLA instrumentation in Zendesk so that our response and resolution commitments are visible and measurable in real time, for every account that has them.
Own the operational side of our contractual support obligations, including the reporting some customers are entitled to.