Posted Apr 20, 2026
In this role, you will be responsible for leading and coaching the support team to ensure smooth daily operations. You will handle escalations and guide the resolution of complex technical issues. Your tasks will include reviewing logs and dashboards to identify accurate root cause analysis (RCA) and refining standard operating procedures (SOPs), service level agreements (SLAs), and escalation paths. Collaboration with Product and Engineering teams will be essential to flag recurring issues and enhance system stability. Key Responsibilities:
Lead and coach the support team for effective daily operations. - Handle escalations and provide guidance on resolving complex technical issues. - Review logs and dashboards to ensure accurate RCA and refine SOPs, SLAs, and escalation paths. - Collaborate with Product and Engineering teams to address recurring issues and improve system stability. - Strengthen the knowledge base and track key metrics such as response/resolution time, customer satisfaction (CSAT), and backlog. - Drive process improvements, automation, and implement scalable workflows. Qualifications Required:
Minimum 5 years of experience in SaaS technical support with team leadership responsibilities. - Strong decision-making skills under pressure, particularly in high-impact incidents. - Excellent communication abilities with customers and internal teams. - Technical proficiency in REST APIs, cloud platforms (Azure/AWS/GCP), SQL, scripting languages (Python/Bash), and logs/monitoring tools. - Bonus skills in iPaaS, Docker, and Kubernetes are desirable. In addition to the above requirements, preferred candidates will have a background in iPaaS and experience with Docker and Kubernetes. Mentoring or leading support teams in the past will be considered a plus. Please note that attaching your CV is mandatory for this position. In this role, you will be responsible for leading and coaching the support team to ensure smooth daily operations. You will handle escalations and guide the resolution of complex technical issues. Your tasks will include reviewing logs and dashboards to identify accurate root cause analysis (RCA) and refining standard operating procedures (SOPs), service level agreements (SLAs), and escalation paths. Collaboration with Product and Engineering teams will be essential to flag recurring issues and enhance system stability. Key Responsibilities:
Lead and coach the support team for effective daily operations. - Handle escalations and provide guidance on resolving complex technical issues. - Review logs and dashboards to ensure accurate RCA and refine SOPs, SLAs, and escalation paths. - Collaborate with Product and Engineering teams to address recurring issues and improve system stability. - Strengthen the knowledge base and track key metrics such as response/resolution time, customer satisfaction (CSAT), and backlog. - Drive process improvements, automation, and implement scalable workflows. Qualifications Required:
Minimum 5 years of experience in SaaS technical support with team leadership responsibilities. - Strong decision-making skills under pressure, particularly in high-impact incidents. - Excellent communication abilities with customers and internal teams. - Technical proficiency in REST APIs, cloud platforms (Azure/AWS/GCP), SQL, scripting languages (Python/Bash), and logs/monitoring tools. - Bonus skills in iPaaS, Docker, and Kubernetes are desirable. In addition to the above requirements, preferred candidates will have a background in iPaaS and experience with Docker and Kubernetes. Mentoring or leading support teams in the past will be considered a plus. Please note that attaching your CV is mandatory for this position.
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