Technical Support Team Lead (SaaS | SQL)
Core
Lead a team of six technical support specialists for a 24/7 business-critical SaaS platform, acting as the primary escalation point before engineering.
Role type
Senior Technical Support Team Lead (SaaS)
Builds
A high-reliability support function with reduced engineering escalations and improved customer resolution times.
Domain
SaaS / Enterprise Software
Deliverable
Production support operations & incident management
Required skills
People leadership, SQL troubleshooting, SaaS platform troubleshooting, incident management, KPI ownership, root cause analysis, technical coaching, AI tool utilization
Preferred skills
C# code reading, Angular familiarity, GitHub usage, SSO technologies (SAML/OAuth), French/Spanish languages
Technologies
Azure, SQL Server, C#, Angular, Jira, Confluence, Claude, Codex
Responsibilities
Manage and develop a team of six support specialists; Lead major P1 incidents and coordinate response efforts; Review ticket queues and determine severity/priority; Partner with engineering to resolve recurring issues; Own support KPIs and conduct quality assurance reviews; Champion AI-assisted support tools.
Seniority
Senior, hands-on IC with leadership
