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 technical support team lead (people management focus)
Builds
End-to-end e-commerce localization platform
Domain
Cross-border e-commerce / SaaS (via careerplan.io/jobs/62-002-35-D66-technical-support-team-lead-at-global-e)
Required skills
Application support leadership, ITIL incident/problem management, Zendesk/JIRA administration, root cause analysis, SLA/OLA management, 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, promote self-service plans
Seniority
Senior, hands-on IC with people management
