About the Role
As a Technical Support Team Lead, you will lead a team of six technical support specialists responsible for a critical SaaS platform operating around the clock. This role combines people leadership with technical troubleshooting, serving as the primary escalation point before engineering. You will have ownership of team performance, support quality, coverage, and operational KPIs. Collaborating closely with engineering, you will work to eliminate recurring issues and build tools that empower support specialists to independently resolve problems. Reporting directly to senior leadership, this position gives you significant influence over the evolution and performance of the support function.
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Accountabilities:
- Directly manage and develop a team of six technical support specialists with varying levels of product knowledge and experience.
- Lead a support function operating across multiple time zones and participate in mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time.
- Coach team members, identify skill gaps, and develop capabilities that reduce unnecessary engineering escalations.
- Review the support ticket queue daily, guide prioritization, and own escalation decisions.
- Serve as the primary technical escalation point before engineering, determining appropriate ticket severity and priority.
- Lead major P1 and system-down incidents, coordinating response efforts, communicating with affected customers, and producing root-cause reports after resolution.
- Resolve escalated issues permanently through controlled support tooling, code fixes, or documented procedures.
- Identify recurring support issues and partner with engineering to address their underlying root causes.
- Develop deep knowledge of the SaaS platform and customer environment to maximize first-line resolution.
- Partner with the Engineering Manager to prioritize and justify new support tooling and automation initiatives.
- Own support KPIs including open tickets, ticket age, backlog aging, First Response Time, Time to Resolution, reopen rate, repeat-escalation rate, and CSAT.
- Conduct quality assurance and case reviews, evaluating both resolution effectiveness and the quality of ticket documentation.
- Monitor stalled tickets and ensure specialists maintain appropriate follow-up and ownership.
- Champion AI-assisted support using tools such as Claude and Codex to improve troubleshooting, productivity, and team enablement.
- Own support procedures and documentation in Confluence and use quieter periods to strengthen the team's knowledge base.
- Contribute to occasional after-hours escalation management when major incidents occur.
Requirements:
- 10+ years of technical support experience in a SaaS or software environment.
- 5+ years of experience leading or managing technical support teams.
- Strong hands-on knowledge of the Atlassian ecosystem, particularly Jira, Jira Service Management, and Confluence.
- Advanced practical experience with Microsoft SQL Server and confident SQL troubleshooting skills.
- Working knowledge of C#, with the ability to read backend code and reason about potential root causes.
- Proven experience coaching support specialists, managing performance, and conducting QA and case-quality reviews.
- Strong understanding of support KPIs and SLAs, including First Response Time, Time to Resolution, backlog aging, reopen rate, repeat-escalation rate, and CSAT.
- Sound judgment when assessing ticket severity, managing incidents, and determining when engineering escalation is necessary.
- Strong analytical and troubleshooting skills, with the ability to quickly develop deep knowledge of a complex SaaS platform and its customer base.
- Comfortable using AI tools to accelerate troubleshooting, documentation, and support enablement.
- Strong written and spoken English.
- Self-directed leadership style with the ability to establish clear priorities, expectations, and direction for the team.
- Ability to work effectively across time zones and collaborate closely with engineering and senior leadership.
- Familiarity with GitHub or other source-control systems is a plus.
- Exposure to Angular is advantageous.
- French and/or Spanish language skills are a plus.
- Familiarity with SSO technologies such as SAML or OAuth is beneficial.
Benefits:
- Fully remote position.
- Leadership responsibility for a six-person technical support team.
- Significant ownership of a 24/7 SaaS support function and its operational performance.
- Opportunity to serve as the team's senior technical authority and primary escalation point before engineering.
- Direct collaboration with engineering to improve tooling, automation, and support processes.
- Exposure to a Microsoft technology stack including Azure, SQL Server, C#, and Angular.
- Opportunity to work with modern AI-assisted support tools such as Claude and Codex.
- Direct visibility and collaboration with senior company leadership.
- Opportunity to shape support processes, knowledge management, quality standards, and team development.
- High-impact role focused on improving platform reliability, customer experience, and support efficiency.
