Senior Software Support Specialist, Tier-2 Platform Support

Xometry

КомпанияXometry
УровеньSenior
АдресWaltham, MA

Описание

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

About This Role

Xometry's Tier-2 Platform Support team takes the escalations first-line support can't resolve, especially issues that need several engineering teams to work together. We're looking for a Senior Software Support Specialist to be the team's technical lead. You'll guide our Tier-2 Platform Support Specialists through the hardest tickets, own the full lifecycle of every bug that comes through Tier-2, and work with your manager to run the incident lifecycle and improve our time-to-X metrics (TTA, TTR, time to triage and time to escalate).

You'll set the standard for how platform issues get triaged, documented, escalated and closed. You'll also keep the team, engineering and reporters informed, and keep the process honest about what's working.

How You'll Contribute

Mentor and set the technical bar

Mentor Tier-2 Platform Support Specialists on troubleshooting and escalation: review their tickets and escalation write-ups, pair on hard cases and help them build their technical depth.
Set the team's standard for triage, diagnostics and escalation quality, and act as the final technical check before…

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