About the role
Key Responsibilities• Own the day-to-day operation of the support queue: triage incoming tickets, classify them byseverity 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 RecruitmentPage 2 of 4• Act as the first escalation point for the team pick up technical, commercial, and client-relationshipissues that need to go beyond an individual engineer, and personally manage the most criticalincidents end to end.• Apply severity and priority standards consistently, and step in early whenever a response-time orresolution commitment is at risk of being missed.• Track and report on the team's performance (response times, resolution times, escalation andreopen 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 theaccount's regular day-to-day point of contact.• Hire, onboard, and manage the Support Engineers, including their growth and a periodic rotationback onto delivery work so the team stays current.• Flag gaps in documentation or handoff practices elsewhere in the organization that make it harderfor 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 technicalleadership, engineering management, or on-call/incident-ownership capacity.• Senior engineering background (individual-contributor senior/staff level, or prior EM/tech-leadexperience) with hands-on comfort reading and reasoning about codebases you didn't originallybuild.• Track record working across more than one stack or codebase this role does not own a singleproduct, 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 orequivalent) 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 firstperson 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 shouldexpect 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 beunderstandable by non-technical stakeholders and clients.
Nice to Have• Prior experience standing up a support, on-call, or incident-response function from scratch, ratherthan joining an existing one.• Familiarity with using an AI assistant (e.g. Claude) as part of a triage or review workflow theSupport 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 aspecific client account