Support Engineering Team Lead

Job Summary

Empowering a remote team, the full-time Support Engineering Team Lead will ensure high-quality support operations, manage team performance, and drive continuous improvement in service delivery.

Key responsibilities

• Lead weekly team meetings, mentor team members, and oversee hiring processes
• Monitor support queue health, resolve stuck tickets, and track key performance indicators
• Design schedules for consistent team coverage and manage workload to prevent burnout

Required qualifications

• Hands-on experience in a technical support or support engineering role in a SaaS environment
• Proficiency in debugging integrations, APIs, or workflow-based systems
• Strong operational ownership of metrics and day-to-day support operations
• Experience managing or mentoring engineers and running effective team rituals
• Proven problem-solving mindset with a focus on customer impact and proactive communication