Support Team Lead

Role Summary The Support Team Lead owns G19 Studio's post-delivery support function day to day triaging incoming requests, leading a small team of Support Engineers, and acting as the first point of continuity for projects between active delivery phases. This role reports into Engineering leadership rather than any single delivery team, so it can serve every project impartially. Key Responsibilities • Own the day-to-day operation of the support queue: triage incoming tickets, classify them by severity and urgency, and route each one to the right engineer or team. • Serve as the main point of continuity for projects that are paused or between active phases, keeping context intact so nothing is lost while work isn't actively underway. G19 Studio Support Team Recruitment Page 2 of 4 • Act as the first escalation point for the team pick up technical, commercial, and client-relationship issues that need to go beyond an individual engineer, and personally manage the most critical incidents end to end. • Apply severity and priority standards consistently, and step in early whenever a response-time or resolution commitment is at risk of being missed. • Track and report on the team's performance (response times, resolution times, escalation and reopen rates) and use that data to make the case for staffing or process changes. • For client accounts that need one, act as the senior escalation contact distinct from and above the account's regular day-to-day point of contact. • Hire, onboard, and manage the Support Engineers, including their growth and a periodic rotation back onto delivery work so the team stays current. • Flag gaps in documentation or handoff practices elsewhere in the organization that make it harder for the team to pick up and support a project. What You'll Need • 4+ years of professional software engineering experience, including at least 1 years in a technical leadership, engineering management, or on-call/incident-ownership capacity. • Senior engineering background (individual-contributor senior/staff level, or prior EM/tech-lead experience) with hands-on comfort reading and reasoning about codebases you didn't originally build. • Track record working across more than one stack or codebase this role does not own a single product, it holds context across G19 Studio's whole active portfolio (full-stack web, AI/ML- integrated products, and infrastructure/CI-CD work, depending on current projects). • Direct experience with a ticketing/service-management system (e.g. Jira Service Management or equivalent) and comfort operating a triage/SLA process, not just writing code against a backlog. • Confidence making judgment calls under ambiguity and owning an escalation this role is the first person other engineers and delivery leads turn to when something is unclear or urgent. • People-management readiness: this role hires, coaches, and grows Support Engineers, and should expect to spend real time on that rather than treating it as purely a technical post Clear, calm written communication a large share of this role's real work is status updates, escalation write-ups, and the reasoning behind a severity call, all of which need to be understandable by non-technical stakeholders and clients. Nice to Have • Prior experience standing up a support, on-call, or incident-response function from scratch, rather than joining an existing one. • Familiarity with using an AI assistant (e.g. Claude) as part of a triage or review workflow the Support Team's ticket triage is AI-assisted, with a person making the final call on every ticket. • Client-facing experience for engagements where this role is also the named Support Owner for a specific client account