Technical Customer Support Lead
Core
Lead a technical customer support team, drive AI automation to reduce ticket volume, and act as the primary link between support and engineering for escalations and product feedback.
Role type
Senior Technical Customer Support Lead (Team Lead)
Builds
AI automation projects, career frameworks, SOPs, and self-service tools for customers.
Domain
Fintech / Blockchain / Enterprise B2B SaaS
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Technical support leadership, AI automation strategy, incident management, API troubleshooting, SQL, observability tooling, prompt engineering, LLM evaluation
Preferred skills
Experience in regulated environments, crypto/blockchain domain knowledge, CI/CD familiarity
Technologies
Datadog, Kibana, SQL, Copilot, Cursor, Claude
Responsibilities
Run daily team operations including queue health and SLAs; manage executive-level and major incident escalations; review product requirements and flag deployment risks; own the AI automation roadmap and ship automation projects; hire, mentor, and coach team members; maintain the knowledge base; advocate for customer needs to leadership.
Seniority
Senior, hands-on IC with team leadership
