Customer Support Team Lead

Job Summary

Customer Support Team Lead, responsible for managing daily operations and professional development of a team of 8-10 Support Engineers in a full-time remote position.

Key Responsibilities

• Manage day-to-day support operations and oversee the support queue for SLA/SLO adherence
• Lead onboarding, technical mentoring, and conduct performance management reviews for team members
• Analyze support data and customer feedback to identify trends and align team activities with strategic goals

Required Qualifications

• 4+ years of experience in a technical support role within a SaaS environment
• 1+ years of experience in a leadership or formal mentoring capacity
• Strong technical background in networking fundamentals and proficiency with security concepts
• Experience with identity management and SSO integrations
• Proven ability to manage and optimize support workflows and a data-driven mindset