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 handles high-impact escalations, drives proactive fixes, and builds internal tooling to improve responsiveness and reliability.
• The team handles tough, technical, and complex escalations to ensure continuous coverage for global customers.
• Hybrid work model with 2 days a week in Austin hub preferred; flexible WFH options available.

About the Role

• Position: SWAT Engineer II
• Role involves being a technical responder for complex customer-reported issues and production incidents.
• Responsibilities include quick investigation, precise triage, collaboration across Engineering and Support.
• Participate in a structured follow-the-sun on-call rotation for high-priority incidents.

What you’ll do

• Lead investigations for complex customer-reported and production issues; isolate root causes; 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 to streamline diagnostics, triage, and mitigations.
• Unblock escalations with fast triage, decisive action, collaboration, and clear updates.
• Provide technical leadership and coaching to peers and team members.
• Contribute to Root Cause Analyses (RCAs) and preventive actions; convert incident learnings into documentation, runbooks, product feedback.
• Partner with Engineering, Product, Security, Legal, and Customer Success teams for safe, timely customer communications and fixes during incidents.
• Participate in regional follow-the-sun on-call rotation.

What you’ll need

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

What's in it for you

• Global benefits package including equity, wellbeing benefit, WFH equipment allowance, annual Learning & Development stipend.
• Diverse team environment supportive of growth. Full benefits may differ by location.

About Miro

• Visual workspace platform enabling distributed teams to innovate collaboratively.
• Founded in 2011; over 1,600 employees across 13 hubs worldwide.
• Values diversity and inclusion as core to its mission.