SWAT Engineer

Miro • Austin, TX

19h • Hybrid

About The Position

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.

Requirements

• 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.

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed