Technical Support Team Lead
Core
Lead a global team of technical support engineers to drive customer experience and resolve technical issues for PlainID's identity security and Agentic AI access management product.
Role type
Senior IC Technical Support Team Lead
Builds
World-class technical support services and AI-driven support automation for enterprise customers
Domain
Cybersecurity / Identity and Access Management (IAM) / SaaS
Required skills
Technical leadership, hands-on troubleshooting, log analysis, API debugging, mentoring, process optimization, data analysis, ticket management, cross-functional collaboration
Preferred skills
AI-driven initiatives integration, IAM and Information Security domain expertise, startup/fast-growing SaaS environment experience
Technologies
REST APIs, SQL, Linux, Bash scripting, AWS, Kubernetes, Docker, Jira Service Management
Responsibilities
Lead by example in hands-on troubleshooting and system diagnostics; Mentor and develop support engineers; Refine workflows and optimize resource allocation; Utilize data and AI tools to identify recurring issues and automate root cause analysis; Collaborate with R&D and Product teams to resolve complex technical challenges; Monitor performance metrics to drive continuous improvement; Oversee ticket management and shift planning
Seniority
Senior, hands-on IC with team leadership
