Technical Support Team Lead (SaaS | SQL)

📋 Description

• Directly manage and develop a team of six technical support specialists
• Lead a support function operating across multiple time zones, including daily meetings at 8:00 am
• Coach team members, identify skill gaps, and develop capabilities
• Review support ticket queue, guide prioritization, and own escalation decisions
• Serve as primary technical escalation point before engineering
• Lead major incidents and produce root-cause reports

🎯 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 Atlassian ecosystem (Jira, Jira Service Management, Confluence)
• Advanced practical experience with Microsoft SQL Server and SQL troubleshooting
• Working knowledge of C#
• Proven experience coaching, performance management, and QA reviews

🎁 Benefits

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