Team Lead Technical Support

📋 Description

• Monitor queues, triage real-time alerts, and manage handoffs to meet SLA standards.
• Coach support engineers through shadowing, feedback, and targeted development.
• Analyze DSAT, escalation trends, taxonomy gaps, and workflow improvement opportunities.
• Drive adoption of KCS and Ticket Documentation Standards across support teams.
• Conduct quality audits, appeal reviews, and support hiring interviews.
• Integrate AI and automation to streamline support workflows and resolutions.

🎯 Requirements

• Bachelor's degree in Computer Science, a technical field, or equivalent practical experience.
• 5+ years of client-facing technical support experience in SaaS, communications, or cloud API
• Experience mentoring team members, leading technical enablement, or conducting quality audits.
• Ability to analyze operational data using tools such as Looker or Excel.
• Experience resolving complex customer escalations.
• Ability to work Monday through Friday, 8 a.m. to 5 p.m. PT.

🎁 Benefits

• competitive pay
• generous time off
• ample parental and wellness leave
• healthcare
• retirement savings program