Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.About This Role Xometry's Tier-2 Platform Support team takes the escalations first-line support can't resolve, especially issues that need several engineering teams to work together. We're looking for a Senior Software Support Specialist to be the team's technical lead. You'll guide our Tier-2 Platform Support Specialists through the hardest tickets, own the full lifecycle of every bug that comes through Tier-2, and work with your manager to run the incident lifecycle and improve our time-to-X metrics (TTA, TTR, time to triage and time to escalate). You'll set the standard for how platform issues get triaged, documented, escalated and closed. You'll also keep the team, engineering and reporters informed, and keep the process honest about what's working. How You'll Contribute Mentor and set the technical bar Mentor Tier-2 Platform Support Specialists on troubleshooting and escalation: review their tickets and escalation write-ups, pair on hard cases and help them build their technical depth. Set the team's standard for triage, diagnostics and escalation quality, and act as the final technical check before an issue goes to engineering. Serve as the escalation point for the team on complex, ambiguous or high-priority (Fire / Critical) tickets, and handle them hands-on when needed. Keep the Tier-2 Operating Guide, SOPs, knowledge base and response scripts current, and onboard new team members to them.
Own the bug lifecycle Move every bug from intake to resolution within SLA. Work with engineering managers on priority, committed due dates and status, and follow up when commitments slip. Find aging, stalled or misrouted bugs and drive them to a decision. Spot recurring defects and patterns across tickets, and push for root-cause fixes rather than repeated workarounds. Keep reporters updated at every step, so no one has to chase a ticket for status.
Help manage the incident lifecycle and metrics Ensure incidents are identified correctly and declared quickly in incident.io, routed to the right on-call team and handed off cleanly. Track incident follow-ups and post-incident action items, and make sure bugs opened after an incident to prevent... For full info follow application link.
Here at Xometry we believe in diversity, equity, inclusion and belonging. We are committed to welcoming, respecting, and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
