Team Lead (Support Tools)

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: Not specified

Neon is focused on enhancing the support experience by empowering its engineers and support teams with cutting-edge tools. As a Support Tools Team Lead, you'll play a key role in shaping the tools that help teams resolve issues faster, improving both customer satisfaction and internal workflow. This role is ideal for someone passionate about building impactful tools that directly support teams and enhance the customer experience.

Responsibilities

• Enhance Customer Support:
  • Develop tools that help support engineers access the right information quickly, reducing time to resolve customer issues.
  • Build intuitive data visualizations to track support metrics and trends.
  • Automate repetitive tasks to boost efficiency.
• Team Leadership:
  • 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.
• Technical Development:
  • Design and build robust, user-friendly internal applications.
  • Develop dashboards and automation tools to streamline support workflows.
  • Implement systems for case management, customer data access, and issue tracking.
  • Integrate new tools with existing systems (LLM Agent, CRM, Data Warehouse, ticketing, knowledge base, etc.).
• Cross-Functional Collaboration:
  • Work closely with teams across Engineering, Product, and Support to understand their needs and translate them into technical solutions.
  • Keep stakeholders informed about progress, risks, and impacts through regular updates.

Requirements

• Experience: 5+ years of experience in software engineering, with at least 1 year in a leadership role.
• UX Understanding: Strong understanding of UX principles for operational tools.
• Communication Skills: Excellent communication skills for collaborating with cross-functional teams.
• Tooling Experience: Experience building internal tools or enterprise applications.
• Support Workflow Knowledge: Familiarity with customer support workflows and challenges.
• Technical Skills:
  • Full-stack development experience, with a strong focus on both front-end and back-end technologies.
  • Proficiency in backend engineering (e.g., Golang, APIs, databases).
  • Knowledge of data visualization and reporting tools.
  • Experience with front-end frameworks like React is a plus.

Application Instructions

Not specified in the description.

Company Information

Neon is building open-source cloud-native PostgreSQL. Our architecture separates storage from compute, allowing for stateless and serverless Postgres. We’re a well-funded startup with deep knowledge of Postgres internals and decades of experience building databases. We are a systems company; we work on