Technical Support Team Lead

Technical Support Team Lead

Join a fast-growing technology environment where operational excellence, customer success, and AI-driven innovation are central to the mission. This role is ideal for a hands-on leader who can transform technical support into a scalable, high-performing function. You will guide a team handling complex client issues, improve service reliability, and build smart workflows that reduce manual effort. Working closely with engineering, product, and customer-facing teams, you will help shape processes that directly impact customer satisfaction and retention. The position offers strong ownership, exposure to cutting-edge tools, and the opportunity to lead meaningful change. If you thrive in dynamic environments and enjoy solving technical and operational challenges, this is an exciting leadership opportunity.

Accountabilities:

• Lead, mentor, and develop a team of technical support analysts handling complex customer issues and escalations.
• Ensure high service quality, SLA adherence, efficient workload distribution, and consistent operational performance.
• Own escalation management processes and coordinate timely resolution of critical incidents.
• Conduct post-mortems and root cause reviews to prevent recurring issues and strengthen support systems.
• Build scalable support processes, playbooks, and knowledge resources to improve team autonomy and efficiency.
• Introduce AI tools, automation workflows, and smart agents to streamline repetitive operational tasks.
• Guide advanced troubleshooting across data pipelines, APIs, SQL databases, and platform integrations.
• Partner with engineering, product, and customer success teams to share structured feedback and prioritize improvements.
• Create onboarding documentation, internal training materials, and process standards for new team members.
• Continuously evaluate new technologies and identify smarter ways to improve support operations at scale.

Requirements:

• Proven experience leading or coordinating technical support, operations, or customer-facing technical teams.
• Strong SQL and relational database skills, including writing queries and diagnosing data issues.
• Experience troubleshooting APIs, integrations, data pipelines, or SaaS platform environments.
• Strong operational mindset with excellent organization, prioritization, and incident management skills.
• Demonstrated ability to work independently, make decisions, and remain calm under pressure.
• Hands-on experience using AI tools, automation platforms, or LLM-based workflows to improve productivity.
• Excellent English communication skills, both written and verbal, with the ability to explain technical topics clearly.
• Strong analytical and problem-solving abilities with attention to detail.
• Passion for technology, systems thinking, and continuous learning.
• Experience documenting processes, creating playbooks, or supporting analytics/marketing platforms is a plus.

Benefits:

• Fully remote-first work environment with location flexibility.
• Opportunity to lead and shape an AI-first support organization.
• Work with a high-growth product serving enterprise-level customers.
• Competitive compensation aligned with experience and leadership scope.
• 20 working days of paid time off annually.
• US holidays and additional company days off.
• Professional development reimbursement for learning and certifications.
• High-impact role with strong visibility across multiple departments.
• Exposure to modern AI, automation, and data technologies.
• Collaborative culture focused on ownership, growth, and execution excellence.