Technical Lead, Customer Support
Job Summary
Leading a team of five support engineers, the full-time Technical Lead, Customer Support will manage complex customer support issues, drive escalations to resolution, and enhance team performance while working remotely in the US.
Key responsibilities
- Lead, coach, and develop a team of support engineers, focusing on performance management and career growth
- Oversee daily operations of the support team, including case prioritization, workload management, and customer communication
- Serve as the technical lead for high-priority escalations, coordinating resolutions with Product and Engineering teams
Required qualifications
- Significant hands-on experience supporting complex B2B SaaS or cybersecurity products
- Strong technical troubleshooting skills, including experience with APIs and integrations
- Experience leading a small technical team with a focus on coaching and operational responsibility
- Proven ability to manage customer escalations with sound judgment and clear communication
- Interest in integrating automation and AI into support workflows
Complete Job Description
The complete job description is available to members. Premium membership includes:
Full access to 38,646 remote jobs from human-vetted companies, updated daily
Resume Builder - AI-powered tool to craft, enhance, and tailor your resume to a specific job
Twice-monthly live group coaching and the full Remote Career Center
20% member discount on Career Services
Backed by a 30-day money-back guarantee
Company Company Name
Headquarters Headquarters
Founded Founded
Website
The company description is available to members. Go Premium for full access to every job and company profile in our remote jobs database, backed by a 30-day money-back guarantee.
