Technical Support Team Lead (SaaS | SQL)
Core
Lead a team of six technical support specialists for a 24/7 business-critical SaaS platform, serving as the primary escalation point before engineering.
Role type
Senior IC Technical Support Team Lead
Builds
Production support operations, automation tools, and knowledge base for a SaaS platform
Domain
SaaS, Microsoft technology stack (Azure, SQL Server, C#, Angular)
Deliverable
Production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
People leadership, SQL troubleshooting, C# code reading, incident management, KPI ownership, AI tool usage, Jira/Confluence proficiency
Preferred skills
GitHub, Angular, SSO technologies (SAML/OAuth), French/Spanish
Technologies
Azure, SQL Server, C#, Angular, Jira, Jira Service Management, Confluence, Claude, Codex
Responsibilities
Manage and develop a team of six support specialists, lead major P1 incidents, resolve escalated issues via code fixes or procedures, partner with engineering to eliminate root causes, own support KPIs and quality assurance, champion AI-assisted support tools
Seniority
Senior, hands-on IC with leadership
