Job Description
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 Sydney hub as our baseline. We would love the person who accepts this role to live Sydney 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 I, 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
- Dive into 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
- Identify 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
- 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)
- Interest in scripting/development experience for internal tooling or automation. AI is important
- 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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About Miro
Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform’s infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 hubs around the world.
We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!
Check out more about life at Miro:
- Youtube: https://www.youtube.com/@lifeatmiro
- Blog: https://miro.com/careers/life-at-miro/all/
- Instagram: https://www.instagram.com/mirohq/
At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.
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