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Technical Support Lead
A company is looking for a Technical Support Lead to enhance their customer support function. Key Responsibilities Serve as the first escalation point for technical support issues across all customer segments Manage the support ticket queue and ensure timely, high-quality responses from the team Define and improve processes, escalation paths, and team workflows for tracking customer service level agreements (SLAs) Required Qualifications 7+ years in a customer-facing technical support or technical services role, ideally in SaaS Deep comfort troubleshooting web technologies (e.g., APIs, HTML/CSS/JS environments) Experience managing a support queue or leading ticket triage/escalation processes Ability to work cross-functionally and influence the evolution of the company Experience supporting and troubleshooting across both Mac and Windows environments
A company is looking for a Technical Support Lead to enhance their customer support function.
Key Responsibilities
Serve as the first escalation point for technical support issues across all customer segments
Manage the support ticket queue and ensure timely, high-quality responses from the team
Define and improve processes, escalation paths, and team workflows for tracking customer service level agreements (SLAs)
Required Qualifications
7+ years in a customer-facing technical support or technical services role, ideally in SaaS
Deep comfort troubleshooting web technologies (e.g., APIs, HTML/CSS/JS environments)
Experience managing a support queue or leading ticket triage/escalation processes
Ability to work cross-functionally and influence the evolution of the company
Experience supporting and troubleshooting across both Mac and Windows environments