Intaker
About Intaker
Intaker is an AI‑driven SaaS platform transforming how law firms connect with clients. We’re scaling rapidly and building world‑class reliability, integrations, and customer experience systems on top of a modern stack: .NET 8 microservices on Azure (AKS) with Angular, Azure SQL, Elasticsearch, and observability tools like Grafana and Loki.
About the Role We’re expanding our Support Engineering function and looking for a Lead Technical Support Engineer to join our existing Senior Support Engineer. Together, you’ll form the foundation of a growing
Support & Reliability Engineering
team that handles complex escalations, maintains uptime, improves observability, and builds internal tools to make technical support faster and more proactive.
You’ll bridge
Customer Support ,
Engineering , and
DevOps , ensuring technical issues are resolved quickly, root causes are eliminated, and platform reliability continuously improves. This role requires deep troubleshooting ability, strong SQL performance skills, and hands‑on experience with AI‑driven systems in production.
Responsibilities
Define the vision and strategy for the technical support function, driving initiatives to improve efficiency, customer satisfaction, and scalability.
Lead, mentor, and develop a team of support engineers, fostering a culture of technical excellence, accountability, and customer empathy.
Establish and own the playbook for support engineering — including bug triage, incident response, and postmortem processes.
Serve as the ultimate escalation point for high‑priority customer incidents, managing stakeholder communication and coordinating resolution efforts.
Handle Tier‑2/3 escalations for complex issues involving APIs, integrations, chat widgets, or front‑end behavior.
Diagnose and reproduce bugs across .NET APIs, Angular, CSS/JS, Redis, Azure SQL, and mobile apps, with strong attention to performance and resource utilization.
Collaborate with Product and Dev teams to identify fixes or design workarounds, creating clear and actionable Jira tickets.
Analyze background jobs, queues, and worker performance to prevent recurring reliability issues.
Define and maintain
SLIs/SLOs
for key workflows (chat start, lead creation, webhook delivery, call connection).
Monitor and tune dashboards and alerts in Grafana/Loki, minimizing noise while surfacing meaningful insights.
Lead incident response, run postmortems, and track follow‑through on reliability improvements.
Automate recovery where possible (webhook retries, token refreshers, auto‑healing scripts).
Support and optimize
AI‑prompt workflows
powering chat and automation features.
Build internal support tools — admin consoles, configuration linters, replay utilities, or data‑fix scripts.
Document recurring issues in runbooks or macros so Customer Support can self‑serve.
Track metrics such as
FRT, MTTR, deflection, and escalation rate , driving continuous improvement.
Mentor junior and mid‑level engineers as the team expands.
Requirements
Experience in a formal leadership role, managing and mentoring a team of technical engineers.
Proven experience building and refining support processes from the ground up, including incident management, escalation paths, and on‑call rotations.
Experience acting as a key liaison between Technical Support, Product, and Engineering to drive systemic improvements.
5–8 years in a
Technical Support Engineer ,
SRE , or
Full‑Stack Engineering
role supporting SaaS applications.
Experience designing, troubleshooting, and optimizing REST API calls and third‑party integrations.
Strong proficiency with .NET, Azure, Kubernetes, and SQL query optimization.
Proven ability to analyze performance problems across distributed systems.
Skilled with observability tools (Grafana, Loki) and incident workflows.
Familiarity with AI prompt engineering, LLM reliability, and conversational system tuning.
Excellent written communication and calm incident leadership.
Demonstrated hands‑on lead experience — guiding peers, setting processes, and improving system reliability.
Benefits
Competitive salary + bonus (depending on experience)
Remote, United States
Comprehensive health, dental, and vision coverage
401(k) plan with up to 4% match
Why Intaker Join a small, high‑impact engineering organization where reliability and AI innovation intersect. You’ll own systems that directly influence uptime, performance, and the quality of AI‑powered experiences used by thousands of professionals.
#J-18808-Ljbffr
About the Role We’re expanding our Support Engineering function and looking for a Lead Technical Support Engineer to join our existing Senior Support Engineer. Together, you’ll form the foundation of a growing
Support & Reliability Engineering
team that handles complex escalations, maintains uptime, improves observability, and builds internal tools to make technical support faster and more proactive.
You’ll bridge
Customer Support ,
Engineering , and
DevOps , ensuring technical issues are resolved quickly, root causes are eliminated, and platform reliability continuously improves. This role requires deep troubleshooting ability, strong SQL performance skills, and hands‑on experience with AI‑driven systems in production.
Responsibilities
Define the vision and strategy for the technical support function, driving initiatives to improve efficiency, customer satisfaction, and scalability.
Lead, mentor, and develop a team of support engineers, fostering a culture of technical excellence, accountability, and customer empathy.
Establish and own the playbook for support engineering — including bug triage, incident response, and postmortem processes.
Serve as the ultimate escalation point for high‑priority customer incidents, managing stakeholder communication and coordinating resolution efforts.
Handle Tier‑2/3 escalations for complex issues involving APIs, integrations, chat widgets, or front‑end behavior.
Diagnose and reproduce bugs across .NET APIs, Angular, CSS/JS, Redis, Azure SQL, and mobile apps, with strong attention to performance and resource utilization.
Collaborate with Product and Dev teams to identify fixes or design workarounds, creating clear and actionable Jira tickets.
Analyze background jobs, queues, and worker performance to prevent recurring reliability issues.
Define and maintain
SLIs/SLOs
for key workflows (chat start, lead creation, webhook delivery, call connection).
Monitor and tune dashboards and alerts in Grafana/Loki, minimizing noise while surfacing meaningful insights.
Lead incident response, run postmortems, and track follow‑through on reliability improvements.
Automate recovery where possible (webhook retries, token refreshers, auto‑healing scripts).
Support and optimize
AI‑prompt workflows
powering chat and automation features.
Build internal support tools — admin consoles, configuration linters, replay utilities, or data‑fix scripts.
Document recurring issues in runbooks or macros so Customer Support can self‑serve.
Track metrics such as
FRT, MTTR, deflection, and escalation rate , driving continuous improvement.
Mentor junior and mid‑level engineers as the team expands.
Requirements
Experience in a formal leadership role, managing and mentoring a team of technical engineers.
Proven experience building and refining support processes from the ground up, including incident management, escalation paths, and on‑call rotations.
Experience acting as a key liaison between Technical Support, Product, and Engineering to drive systemic improvements.
5–8 years in a
Technical Support Engineer ,
SRE , or
Full‑Stack Engineering
role supporting SaaS applications.
Experience designing, troubleshooting, and optimizing REST API calls and third‑party integrations.
Strong proficiency with .NET, Azure, Kubernetes, and SQL query optimization.
Proven ability to analyze performance problems across distributed systems.
Skilled with observability tools (Grafana, Loki) and incident workflows.
Familiarity with AI prompt engineering, LLM reliability, and conversational system tuning.
Excellent written communication and calm incident leadership.
Demonstrated hands‑on lead experience — guiding peers, setting processes, and improving system reliability.
Benefits
Competitive salary + bonus (depending on experience)
Remote, United States
Comprehensive health, dental, and vision coverage
401(k) plan with up to 4% match
Why Intaker Join a small, high‑impact engineering organization where reliability and AI innovation intersect. You’ll own systems that directly influence uptime, performance, and the quality of AI‑powered experiences used by thousands of professionals.
#J-18808-Ljbffr