Technical Support Team Lead
Core
Lead a team of Application Support Engineers to resolve production issues, manage ticket queues, and ensure SLA achievement for Global-e's merchants.
Role type
Senior IC Application Support Team Lead
Builds
End-to-end e-commerce solutions for cross-border retail
Domain
E-commerce / IT Service Management (via careerplan.io/jobs/62-002-35-D66-technical-support-team-lead)
Required skills
People management, ITIL incident/problem management, Root cause analysis, SLA/OLA management, Zendesk, JIRA, Team mentoring, Performance evaluation
Preferred skills
eCommerce environment experience, Prior development experience
Technologies
Zendesk, JIRA
Responsibilities
Manage application support engineers, establish work procedures, monitor team targets, manage ticket queues, handle escalations, present performance reports, conduct performance evaluations
Seniority
Senior, hands-on IC with management responsibilities
