Technical Support Lead

Job Summary

A company is looking for a Technical Support Lead - Latam to build and scale the support function for a new product line.

Key Responsibilities

• Build and lead the technical support function for a new product line from first customers to scale
• Manage and mentor a small team of Technical Support Agents, ensuring quality, consistency, and responsiveness
• Partner with Engineering and Product to triage, reproduce, and resolve complex technical issues across SaaS and mobile products

Required Qualifications

• Typically, 4+ years of experience in technical support or support engineering for SaaS products
• Hands-on familiarity with multi-product environments, web and mobile platforms, APIs, and integrations
• Strong understanding of APIs, SQL, and modern web application troubleshooting
• Prior experience mentoring or leading a support or solutions team
• Proven ability to build and optimize support processes, SLAs, and escalation workflows