Technical Support Lead

Job Summary

A company is looking for a Technical Support Lead to enhance their customer support function.

Key Responsibilities

• Serve as the first escalation point for technical support issues across all customer segments
• Manage the support ticket queue and ensure timely, high-quality responses from the team
• Define and improve processes, escalation paths, and team workflows for tracking customer service level agreements (SLAs)

Required Qualifications

• 7+ years in a customer-facing technical support or technical services role, ideally in SaaS
• Deep comfort troubleshooting web technologies (e.g., APIs, HTML/CSS/JS environments)
• Experience managing a support queue or leading ticket triage/escalation processes
• Ability to work cross-functionally and influence the evolution of the company
• Experience supporting and troubleshooting across both Mac and Windows environments