Technical Support Team Lead (SaaS | SQL)

📋 Description

• Manage and develop a team of six technical support specialists
• Lead support operations across multiple time zones
• Coach team members to reduce engineering escalations
• Review support ticket queue and prioritize escalations
• Act as primary technical escalation point
• Lead major incidents and produce root-cause reports

🎯 Requirements

• 10+ years technical support experience in SaaS
• 5+ years leading technical support teams
• Strong Atlassian ecosystem knowledge (Jira, Jira Service Management, Confluence)
• Advanced SQL Server skills
• Working knowledge of C#
• Experience coaching support staff

🎁 Benefits

• Fully remote position
• Leadership responsibility for six-person team
• Ownership of 24/7 SaaS support function
• Senior technical authority role
• Direct collaboration with engineering
• Exposure to Microsoft tech stack