Team Lead, Customer Support
Core
Oversees regional leadership of a specific support tier (Tier 1, 2, or 3) within EMEA/APAC/US, managing engineers, handling escalations, and ensuring exceptional customer service and operational efficiency.
Role type
Senior IC customer support team lead
Builds
Customer support operations and team capability
Domain
Computer & Network Security
Required skills
Leadership and mentorship, Cryptography and PKI knowledge, Project management, Data analysis, Conflict resolution, ITIL/NIST framework understanding
Preferred skills
CSP, CSM, ITIL foundation, Security+ certifications
Technologies
Cryptography, PKI, ITIL, NIST
Responsibilities
Leads, mentors, and develops a team of customer support engineers; Ensure timely closures of tickets and SLAs are met; Promotes knowledge sharing within the team; Handles enterprise customers requiring a higher level of expertise; Provides constructive feedback and creates personalized development plans; Manages customer escalations; Collaborates with product development and engineering teams; Communicates customer feedback to internal stakeholders; Serves as the primary point of contact for escalated customer issues; Coordinates with global support teams; Ensures documentation of solutions in the knowledge base; Monitors daily case trends and operational metrics.
Seniority
Senior, hands-on IC
