Tech Lead, Customer Support

📋 Description

• Lead, coach, and develop a team of five support engineers, including performance management, career
• Own daily support operations, including case prioritization, workload allocation, team coverage
• Serve as the technical lead for complex and high-priority customer escalations, investigating
• Build deep expertise across the platform and the SaaS, identity, API, integration, and security
• Strengthen the team's technical capabilities through case reviews, troubleshooting guidance
• Represent Support during critical customer situations, providing clear updates, managing

🎯 Requirements

• Significant hands-on experience supporting complex B2B SaaS, cybersecurity, identity
• Strong technical troubleshooting capabilities, including investigating ambiguous issues, working
• Experience leading a small technical team, either through direct people management or as a
• Strong judgment when managing customer escalations, with the ability to balance technical
• Demonstrated ability to develop engineers, provide constructive feedback, and improve team
• Experience using support metrics to identify operational issues, improve service quality, and

🎁 Benefits

• Base salary range of $165,000–$199,000 USD.
• Eligibility for equity awards.
• 401(k) retirement benefits.
• Comprehensive healthcare coverage, including dental and vision.
• Flexible paid time off and paid holiday time off.
• 12 weeks of new parent or family leave.