Customer Support Lead

Job Summary

A company is looking for a Customer Support Lead (Infrastructure Platform).

Key Responsibilities

• Manage multi-tier support operations for various user groups with different SLAs and support needs
• Collaborate with engineering to troubleshoot and resolve complex infrastructure issues
• Track vendor performance and manage accountability for hardware and service failures

Required Qualifications

• 4+ years in customer support, success, or operations roles at technical B2B companies
• Experience supporting infrastructure or critical products with a focus on uptime and reliability
• Proven ability to build and scale support processes through rapid growth
• Familiarity with technical concepts such as APIs, server infrastructure, and cloud platforms
• Demonstrated ownership and proactive problem-solving approach