Technical Support Team Lead (SaaS | SQL)

📋 Description

• Manage and develop a team of six technical support specialists
• Lead support function across multiple time zones, including daily meetings
• Coach team members and identify skill gaps
• Review support ticket queue and guide prioritization
• Act as primary technical escalation point
• Lead P1 and system-down incidents

🎯 Requirements

• 10+ years of technical support experience in SaaS or software environment
• 5+ years of experience leading or managing technical support teams
• Strong hands-on knowledge of Atlassian ecosystem (Jira, Jira Service Management, Confluence)
• Advanced practical experience with Microsoft SQL Server
• Confident SQL troubleshooting skills
• Working knowledge of C#

🎁 Benefits

• Fully remote position
• Leadership responsibility for six-member team
• Ownership of 24/7 SaaS support function
• Serve as team's senior technical authority
• Direct collaboration with engineering
• Exposure to Microsoft technology stack (Azure, SQL Server, C#, Angular)