Team Lead, Customer Solutions Engineer

Team Lead, Customer Solutions Engineer

About The Role Sasha, our support automation agent, removes the manual work of intake, classification, and first pass triage. What remains is a category of cases that require reasoning across systems, tools, and processes with no single playbook that explains it. Without a dedicated owner, complex issues currently fall to whoever lands in the thread, slowing down resolution times.

We are looking for a Team Lead to build and run this team. The Team Lead owns the team’s results: how L2 cases are routed, investigated, and closed, and how quickly. You will train and lead the team’s Customer Solutions Engineers, serve as their point of escalation, and stay hands-on with the hardest investigations.

What You Will Own

• Run multi-system root cause investigations end-to-end, from the point Sasha or an L1

analyst flags a case as an L2 qualifying issue through to a confirmed fix or a documented handoff to the appropriate team.

• Write and run original queries against Snowflake, RPHD, and Lighthouse data. You will

test your own hypotheses rather than relying on another team's account of what the data shows.

• Serve as the point of escalation within the team: unblock engineers on stalled

investigations, make the call on priority and severity questions, and take over cases when the situation requires it.

• Train and develop Customer Solutions Engineers on our systems, data, and

investigation methods through regular 1:1s, coaching, case reviews, and performance feedback.

• Identify recurring root-cause patterns across cases and translate them into concrete

monitoring, alerting, or dashboard improvement proposals - flagging systemic issues before they generate the next round of L2 escalations, rather than only investigating after the fact.

• Own team performance against severity/SLA targets and TTR. Monitor the queue,

rebalance of work, and step in when a case is at risk of breaching its target.

• Serve as the single accountable owner when a case spawns child tickets across

multiple Jira projects, consolidating findings into one clear narrative for the CSM and the client.

• Provide documented recommendations on data integrity tradeoffs and collaborate

with the team who owns the decision before a fix is implemented.

• Escalate to functional leaders when resolution depends on cross-functional

collaboration and drives the case to full resolution.

• Ensure that any required long-term fix is properly ticketed. Collaborate with Scrum

Masters to ensure it is assigned to a sprint before you consider a case closed.

• Respond to and progress L2 cases according to defined severity/SLA targets,

escalating proactively when a case is at risk of breaching its target.

What Routes To You A case reaches you at triage when any of the following is true:

• Complex tickets such as issues involving two or more processes or organizations or

multiple child tickets.

• The prior case scan surfaces a repeat pattern from the same account within the last

six months.

• Sasha or an L1 analyst flag that root cause could not be isolated within the standard L1

triage process.

What You Bring Area What we are looking for Technical depth SQL fluency sufficient to write original investigative queries, not just run saved ones. System breadth Working knowledge across Lighthouse, Snowflake, RPHD, and our ETL pipelines. You understand how data flows end to end rather than owning one piece of it. Working style Comfortable owning ambiguous, complex investigations without a playbook. Communication You excel at driving alignment across teams, holding partners accountable, and synthesizing complex, scattered insights into a single actionable narrative for CSMs and clients. Intellectual curiosity You approach a case like a forensic analyst. You leave no stone unturned, and you do not settle for the first plausible explanation. Accountability You drive a case to complete resolution, including making sure any long-term fix is ticketed and scheduled before you close it.

What Success Looks Like In your first months, success looks like fewer cases stalling on unclear ownership, CSMs spending less time on project managing complex tickets, and a growing library of resolved investigations that make the next similar case faster to solve. You will help build the playbook for this brand-new team. Success also means a well-trained team that knows when and how to escalate to you, a clear operating model that CSMs and L1 understand, and consistent delivery against SLA targets.

Why Join Now This is a new team, launching with two to three analysts at once so the group can build ways of working together. This role is designed as a career path for strong candidates ready to own harder problems and make a bigger impact.