Principal Support Engineer

About the role

The Principal Support Engineer is a senior, hands‑on technical expert responsible for rapid resolution of complex customer issues. You will work closely with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and enhance the overall customer experience.

Key responsibilities

• Perform hands‑on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing.
• Lead high‑severity and strategic customer escalations, providing authoritative technical direction and timely communication.
• Drive vendor ticket escalations, ensuring SLA adherence with Microsoft, Adobe, AWS, Cisco, and others.
• Collaborate with Engineering to deliver root‑cause fixes and validate permanent resolutions.
• Partner with Product to identify platform gaps and recurring pain points.
• Analyse MTTR performance, SLA trends, and publish weekly metrics and insights.
• Develop SOPs, escalation workflows, and troubleshooting guides to improve global support operations.

Required profile

• 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.
• Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.
• Hands‑on experience with vendor escalation processes and SLA governance.

Required skills

• Datadog (log search, traces, monitors, dashboards).
• REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.
• Experience diagnosing distributed systems and SaaS platform behaviour.
• Zendesk or similar ticketing platform.

What we offer

• Hybrid working environment.
• Access to LinkedIn Learning and top‑tier training courses.
• Career progression opportunities nationally and internationally.
• Competitive remuneration package and generous benefits scheme.