Hiring: Lead Technical Support Engineer Company: LinearB Location: Boston, MA Job Posted Time: 2026-09-10 14:23:53 Target Skills & Keywords : Datadog, Git, GitHub, GitLab, Jira, Node.js, Python, REST, React, SQL, TypeScript, Zendesk About the job Experience: •5+ years in a technical support, solutions or site reliability role where you were the person others escalated to. Required Skills: •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 •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 •Interface directly 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 •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 Qualifications: •Reach for the Next Level Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!