Principal Support Engineer
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (46.0%).
Occupation Type
IT user support technicians
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
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Description
Escalations & Customer Experience Engineering
Role Overview
The Principal Support Engineer is a senior, hands-on technical expert responsible for driving rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high‑severity escalations. The engineer will collaborate tightly with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience.
This is a high‑visibility individual contributor role requiring strong ownership, urgency, and the ability to translate complex technical problems into clear, actionable paths forward for both customers and internal stakeholders.
Key Responsibilities
Role Overview
The Principal Support Engineer is a senior, hands-on technical expert responsible for driving rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high‑severity escalations. The engineer will collaborate tightly with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience.
This is a high‑visibility individual contributor role requiring strong ownership, urgency, and the ability to translate complex technical problems into clear, actionable paths forward for both customers and internal stakeholders.
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 and proactive follow‑ups with Microsoft, Adobe, AWS, Cisco, and others.
- 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.
- Expertise with Datadog (log search, traces, monitors, dashboards).
- Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.
- Experience diagnosing distributed systems, integrations, and SaaS platform behavior.
- Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.
- Hands‑on experience with vendor escalation processes and SLA governance.
- Resolve ≥90% of escalated tickets within SLA.
- Engage vendors within 15 minutes of SLA risk detection.
- Drive MTTR improvements of 40–50% for assigned ticket categories.
- Maintain CSAT ≥90% for escalated interactions.
- Identify and support permanent fixes for at least 2 recurring root-cause issues per quarter.
- Deliver 3–5 workflow, automation, or SOP improvements each quarter.