Supportability Engineer 3

Overview

Customer Experience Operations Supportability Engineer focused on embedding customer-centricity into the product development lifecycle and reducing friction before issues reach users.

What you'll do

• Participate in design reviews and technical planning with R&D to embed supportability requirements early in PDLC.
• Analyze support data and customer feedback to build evidence-based business cases for R&D prioritization.
• Provide specifications for proactive product features like clearer error messages and diagnostic tools.
• Orchestrate Global Ops readiness for new features, ensuring Frontline Support and Ops are trained, documented, and tooled before launch.
• Collaborate with R&D to convert complex customer use cases into actionable requirements for long-term product health.

What you'll need

• 5+ years of experience in Technical Support, Product Operations, Technical Account Management, or Engineering focused on complex technical products (APIs, SaaS, or Telecommunications).
• Experience working in the technology industry (including APIs and VOIP) in development or support capacity.
• Proven analytical skills using data tools (Splunk, DataDog, Snowflake, SQL, or Tableau) to derive insights from customer feedback and support trends.
• Excellent communication and influence skills to advocate for customer needs and negotiate prioritization.
• Familiarity with customer or consumer trust application(s) and systems (preferred).

Details

• Remote role based in India.
• Occasional travel may be required for in-person team or project meetings.