About the Team

Miro’s Customer Support organization partners closely with Engineering to protect product quality, accelerate incident resolution, and remove recurring friction for customers. SWAT stands for Stabilization, Workaround, Advocacy, and Triage. The SWAT team sits at this intersection, owning high‐impact escalations, driving proactive fixes, and building internal tooling that improves responsiveness and reliability.

We strive to provide the highest quality of service with a sense of empathy and passion, and exceed our users' expectations by always thinking one step ahead when providing solutions.

The SWAT team plays a major role in Miro's Customer Support organization, handling the tough, technical, and complex escalations and issues to ensure continuous coverage for our global customers. Across 4-5 different support hubs around the globe, we all work together to play as a team to win the world!

 Mironeers work in a hybrid model, with 2 days a week in our vibrant Austin hub as our baseline. We would love the person who accepts this role to live in Austin or surrounding areas to participate in hub activities and office culture where possible! However, we are flexible with working from home when needed.

About the Role

As a SWAT Engineer II, you’ll be a technical responder for complex customer‐reported issues and production incidents. You will investigate quickly, triage precisely, collaborate across Engineering and Support, and turn learnings into durable fixes, processes, documentation, and tooling. This role participates in a structured follow‐the‐sun on‐call rotation for high‐priority incidents to keep customers unblocked and informed.

What you’ll do

• Lead investigations for complex customer‐reported and production issues, isolate root causes, and drive resolution or escalation with clear SLAs.
• Triage and prioritize escalations, maintain a visible, data‐driven backlog of trending defects, and improvements.
• Build and maintain lightweight internal and external tools/workflows that streamline diagnostics, triage, and mitigations for Support and partners.
• Ability to unblock escalations with fast triage, decisive action, collaboration, and clear updates. (or is it too redundant with "Strong cross‐functional collaboration and “lead without authority” skills.")
• Provide technical leadership and coaching experience of peers and team members.
• Contribute to RCAs and preventive actions, convert incident learnings into docs, runbooks, and product feedback.
• Partner with Engineering, Product, Security, Legal, and CS to ensure safe, timely customer communications and fixes during incidents.
• Participate in a regional, follow‐the‐sun on‐call rotation for high‐priority incidents

What you’ll need

• 3–5+ years in Technical Support Engineering, Sustaining Engineering, SWAT/TAM, or similar production‐facing role.
• Proven customer experience, incident response, and triage experience (diagnostics, isolation, mitigation, communications).
• Practical scripting/development experience for internal tooling or automation.
• Excellent written and verbal communication; comfortable with executive‐level updates during time‐sensitive events.
• Strong cross‐functional collaboration and “lead without authority” skills.

What's in it for you

We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.

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