Team Lead - Global Technical Support
Core
Lead and manage a team of Technical Support Executives to deliver high-quality support for clients in SEA and ANZ markets, handling escalations and driving process improvements.
Role type
Senior IC technical support team lead
Builds
High-quality technical support service delivery for SaaS and content management clients
Domain
SaaS / Content Management Systems / Network Infrastructure
Deliverable
client delivery
Required skills
Team leadership and mentoring, Technical troubleshooting (CMS, network, printers, SaaS), SLA management, Data analysis, Cross-functional collaboration, Stakeholder management, Process improvement
Preferred skills
Experience with regional clients (SEA/ANZ), Knowledge base development, Training material creation
Technologies
Ticketing tools, Content Management Systems, SaaS platforms
Responsibilities
Lead, mentor, and motivate a team of Technical Support Executives; Troubleshoot and resolve complex technical issues; Monitor team performance metrics and implement corrective actions; Liaise with product and engineering teams; Identify trends and recommend process improvements; Maintain relationships with internal and external stakeholders.
Seniority
Senior, hands-on IC with management responsibilities
