Responsibilities

As a Support Tools Team Lead, you will enhance customer support by developing tools that help support engineers access the right information quickly, reducing time to resolve customer issues, and building intuitive data visualizations to track support metrics and trends. You will also automate repetitive tasks to boost efficiency, lead and mentor a small team of engineers focused on building internal tooling for the support organization, collaborate across teams (Engineering, Product, Support, etc.) to identify pain points and implement effective solutions, shape the technical roadmap for support tools, driving innovation and continuous improvement, design and build robust, user-friendly internal applications, and implement systems for case management, customer data access, and issue tracking. Furthermore, you will integrate new tools with existing systems (LLM Agent, CRM, Data Warehouse, ticketing, knowledge base, etc.) and work closely with teams across Engineering, Product, and Support to understand their needs and translate them into technical solutions, keeping stakeholders informed about progress, risks, and impacts through regular updates.