Technical Support Lead

Job Summary

A company is looking for a Technical Support Lead to manage customer support post-activation and lead a technical support team.

Key Responsibilities

• Recruit, onboard, and coach a high-performing technical support team while establishing scalable processes
• Design and implement an AI-first support strategy and build comprehensive self-serve support infrastructure
• Serve as the escalation point for complex technical issues and drive customer health metrics

Required Qualifications

• 4-6+ years in technical support or related roles at high-growth B2B SaaS companies
• 2+ years of people management experience in leading technical teams
• Hands-on technical expertise with LLMs, AI techniques, and API integrations
• Experience with workflow automation tools and troubleshooting complex integrations
• Proven track record of transforming support organizations and driving customer satisfaction improvements