Principal, Enterprise Integration (Technical Engineer)

Key Responsibilities

• Serve as a principal technical escalation point for complex, cross-platform, and systemic customer issues.
• Lead technical investigations and root cause analysis for major incidents, recurring defects, and ambiguous failure scenarios.
• Define diagnostic standards, troubleshooting methodologies, technical runbooks, and reusable investigation patterns.
• Partner with Engineering, Product, SRE, and Cloud Operations to improve platform reliability, resilience, observability, and supportability.
• Translate customer-impact patterns and incident data into prioritized technical recommendations and permanent corrective actions.
• Identify recurring support demand that can be eliminated through product fixes, automation, self-service, or workflow redesign.
• Design and validate AI-assisted troubleshooting, case summarization, knowledge generation, and diagnostic workflows with appropriate human oversight.
• Establish monitoring, logging, tracing, alerting, and platform health requirements that improve proactive detection and accelerate diagnosis.
• Provide technical leadership during major incidents and ensure lessons are converted into corrective and preventive actions.
• Lead technical initiatives spanning multiple support teams, platforms, regions, or engineering domains.
• Mentor Senior and Lead Technical Support Engineers and develop reusable technical learning paths, labs, and diagnostic practices.
• Communicate technical conditions, customer impact, risk, and recommended actions clearly to technical, business, and executive stakeholders.
• Contribute to support technology strategy, platform roadmaps, operational readiness, and technical investment priorities.

Scope and Level Expectations

• Technical scope - Multiple platforms, products, regions, or engineering domains.​
• Problem profile - Ambiguous, systemic, recurring, or cross-platform issues beyond established playbooks.
• Primary impact - Prevents repeat failure, improves supportability, and raises organizational technical capability.
• Influence - Shapes technical decisions and standards across Support, Product, Engineering, SRE, and Operations without direct authority.
• Leadership model - Senior individual contributor who remains hands-on while multiplying the effectiveness of other engineers.
• Decision horizon - Balances immediate restoration with durable corrective actions and longer-term platform improvement.

Required Qualifications and Experience

• 10+ years of experience across technical support engineering, software engineering, cloud operations, SRE, platform engineering, or equivalent disciplines.
• Demonstrated success diagnosing complex distributed, cloud, SaaS, API, integration, database, or infrastructure issues.
• Experience leading cross-functional technical investigations and influencing permanent corrective actions.
• Strong understanding of observability, incident management, problem management, reliability engineering, and operational readiness.
• Experience designing automation, diagnostic tooling, or AI-assisted support capabilities.
• Demonstrated ability to influence technical decisions without direct authority.
• Strong written and verbal communication, including translating technical risk into customer and business impact.
• Track record of mentoring senior engineers and raising technical capability across teams.
• Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.

Preferred Experience

• Enterprise commerce, cloud marketplace, subscription, billing, identity, or ERP-integrated platforms.
• Azure, AWS, containerized environments, and cloud-native architectures.
• REST APIs, authentication flows, microservices, event-driven integrations, and distributed tracing.
• Datadog, Splunk, Application Insights, or equivalent observability platforms.
• Python, PowerShell, or equivalent scripting and workflow automation.
• AI-assisted support engineering, knowledge systems, or agentic workflow design.
• ITIL, SRE, cloud, security, or architecture certifications.

Success Outcomes

• Recurring technical demand is reduced through permanent fixes, automation, improved diagnostics, and product or workflow changes.
• Technical standards, runbooks, and investigation patterns are adopted across teams and improve consistency of execution.
• Observability and diagnostic coverage improve the speed and quality of issue detection, isolation, and resolution.
• Product and Engineering decisions increasingly reflect customer impact, operational evidence, and supportability requirements.
• Senior engineers demonstrate stronger independent problem solving and broader technical leadership.
• AI-assisted support capabilities deliver measurable gains in customer effort, repeat contact reduction, knowledge quality, or Support-controlled resolution performance.

Hybrid Setup: 10x a month RTO

Work Schedule: Graveyard Shift