Technical Support Team Lead (SaaS | SQL)

Accountabilities:

• Directly manage and develop a team of six technical support specialists with varying levels of product knowledge and experience.


• Lead a support function operating across multiple time zones, including participation in mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time.


• Coach team members, identify skill gaps, and develop capabilities that reduce unnecessary engineering escalations.


• Review the support ticket queue daily, guide prioritization, and own escalation decisions.


• Serve as the primary technical escalation point before engineering and determine appropriate ticket severity and priority.


• Lead major P1 and system-down incidents, coordinating response efforts, communicating with affected customers, and producing root-cause reports after resolution.


• Resolve escalated issues permanently through controlled support tooling, code fixes, or documented procedures whenever possible.


• Identify recurring support issues and partner with engineering to address their underlying root causes.


• Develop deep knowledge of the SaaS platform and customer environment to maximize first-line resolution.


• Partner with the Engineering Manager to prioritize and justify new support tooling and automation initiatives.


• Own support KPIs including open tickets, ticket age, backlog aging, First Response Time, Time to Resolution, reopen rate, repeat-escalation rate, and CSAT.


• Conduct quality assurance and case reviews, evaluating both resolution effectiveness and the quality of ticket documentation.


• Monitor stalled tickets and ensure specialists maintain appropriate follow-up and ownership.


• Champion AI-assisted support using tools such as Claude and Codex to improve troubleshooting, productivity, and team enablement.


• Own support procedures and documentation in Confluence and use quieter periods to strengthen the team's knowledge base.


• Contribute to occasional after-hours escalation management when genuine major incidents occur.

Requirements

• 10+ years of technical support experience in a SaaS or software environment.


• 5+ years of experience leading or managing technical support teams.


• Strong hands-on knowledge of the Atlassian ecosystem, particularly Jira, Jira Service Management, and Confluence.


• Advanced practical experience with Microsoft SQL Server and confident SQL troubleshooting skills.


• Working knowledge of C#, with the ability to read backend code and reason about potential root causes.


• Proven experience coaching support specialists, managing performance, and conducting QA and case-quality reviews.


• Strong understanding of support KPIs and SLAs, including First Response Time, Time to Resolution, backlog aging, reopen rate, repeat-escalation rate, and CSAT.


• Sound judgment when assessing ticket severity, managing incidents, and determining when engineering escalation is necessary.


• Strong analytical and troubleshooting skills, with the ability to quickly develop deep knowledge of a complex SaaS platform and its customer base.


• Comfortable using AI tools to accelerate troubleshooting, documentation, and support enablement.


• Strong written and spoken English.


• Self-directed leadership style with the ability to establish clear priorities, expectations, and direction for the team.


• Ability to work effectively across time zones and collaborate closely with engineering and senior leadership.


• Familiarity with GitHub or other source-control systems is a plus.


• Exposure to Angular is advantageous.


• French and/or Spanish language skills are a plus.


• Familiarity with SSO technologies such as SAML or OAuth is beneficial.

• Fully remote position.


• Leadership responsibility for a six-person technical support team.


• Significant ownership of a 24/7 SaaS support function and its operational performance.


• Opportunity to serve as the team's senior technical authority and primary escalation point before engineering.


• Direct collaboration with engineering to improve tooling, automation, and support processes.


• Exposure to a Microsoft technology stack including Azure, SQL Server, C#, and Angular.


• Opportunity to work with modern AI-assisted support tools such as Claude and Codex.


• Direct visibility and collaboration with senior company leadership.


• Opportunity to shape support processes, knowledge management, quality standards, and team development.


• High-impact role focused on improving platform reliability, customer experience, and support efficiency.

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