Lead Technical Support Analyst

Job Summary

A company is looking for a Lead Technical Support Analyst to ensure operational excellence in their support function and develop scalable processes.

Key Responsibilities

• Provide mentorship and performance coaching to technical support analysts
• Triage, prioritize, and resolve escalated customer issues effectively
• Collaborate with cross-functional teams to relay customer feedback and improve support processes

Required Qualifications

• Secondary education in a relevant field or equivalent experience
• 3+ years of experience in a customer support role, preferably in a SaaS environment
• Strong technical troubleshooting skills with a customer-first mindset
• Proven ability to build and optimize support workflows and documentation systems
• Experience using support platforms such as Zendesk, Intercom, or Freshdesk