Principal Technical Support Engineer

Principal Technical Support Engineer Job Description Template

Our company is looking for a Principal Technical Support Engineer to join our team.


  • Take the lead in managing customer escalations and be comfortable holding customer facing meetings on short notice;
  • Utilize product domain expertise to serve as a trusted technical advisor to customers;
  • Identify commonly asked questions and generate knowledge base articles based on this content;
  • Effectively communicate customer feedback and feature requirements to Engineering and Product Management;
  • Reproduce, document, and call out product defects to the Engineering team;
  • Provide leadership, mentoring, and training to other Technical Support team members;
  • Triage, troubleshoot, escalate, and/or provide resolution to customer support tickets;
  • Work in conjunction with our Technical Account Management team to assist with customer onboarding;
  • Lead projects with other Technical Support teams globally to support and operate the global technical support model.


  • Strong written and oral communication and interpersonal skills;
  • Excellent organizational and time management skills with the ability to work in remote environments;
  • Analytical thinking and problem-solving skills as a go-getter with a lot of intellectual curiosity;
  • Experience administering the CloudHealth platform;
  • Experience working with Amazon Web Services (AWS), Google Compute, or Microsoft Azure. AWS CSAA or equivalent certifications are highly regarded;
  • Proven ability to remotely troubleshoot and resolve customer software problems;
  • Experienced in the definition and implementation of global or regional projects;
  • Experience leading global team projects and operations;
  • BS/BA in Computer Science or a related field preferred, or equivalent technical certifications and experience;
  • Experienced in daily support ticket triage and prioritization with Engineering.