Solutions Engineer (Lead Customer Support)

Solutions Engineer - Lead Customer Support (Full Time, Direct Hire;Onsite in Phoenix, AZ)

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Optomi, in partnership with one of our clients, is seeking a Solutions Engineer (Lead Customer Support) to manage customer support operations and technical issue resolution within a fast-growing software environment. This role focuses on supporting mission-critical applications used daily by engineering clients, troubleshooting system issues, triaging bugs, and coordinating closely with development teams to ensure product stability. The specialist will manage inbound support channels, document, and prioritize technical issues based on customer impact, and assist with QA testing for product releases. This position requires strong cross-functional collaboration, adaptability in a fast-paced environment, and excellent communication skills. The ideal candidate brings hands-on technical troubleshooting experience and comfort working with support tools, development teams, and client-facing technical support.

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Responsibilities:

• Manage inbound customer support requests and serve as the primary point of contact for technical issues
• Troubleshoot software problems including bugs, crashes, and unexpected system behavior
• Reproduce, document, and triage issues for engineering with clear and actionable bug reports
• Prioritize support tickets and development work based on customer impact and urgency
• Perform QA testing on product updates and validate fixes before release
• Collaborate closely with engineering, product, and support teams to ensure timely resolution of customer needs

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Apply today if your background includes:

• Technical customer support experience troubleshooting software issues such as bugs, system errors, or unexpected behavior
• Strong client communication skills with the ability to clearly explain technical concepts to non-technical users
• Experience working with support and collaboration tools such as GitHub, Intercom, Linear, and Slack
• Ability to triage and prioritize issues based on urgency, customer impact, and business needs
• Exposure to QA testing or product support workflows, including reproducing issues and validating fixes
• Solid technical foundation with familiarity in computer science concepts, coding basics, APIs, databases, or web applications