Technical Support Engineer-Team lead
Core
Hands-on Technical Support Engineer leading a team, handling Tier-1 support, debugging platform issues, and mentoring members.
Role type
Senior IC technical support engineer (team lead) (via careerplan.io/jobs/C9-004-6D-27F-technical-support-engineer-team-lead-at-quicklizard)
Builds
Customer support workflows, training plans, and internal processes
Domain
SaaS / Hi-tech
Required skills
Zendesk, SFTP, API integration, Basic Python, Root cause analysis, Customer troubleshooting, Team mentoring, Process documentation
Preferred skills
Ruby, AWS Athena (SQL), Airflow, Product operations, Process design
Technologies
Zendesk, SFTP, Python, Ruby, AWS Athena, Airflow
Responsibilities
Serve as first point of contact for Tier-1 support and triage issues; Investigate root causes and debug platform issues; Guide customers through API integrations and SFTP connections; Mentor and train junior team members; Drive and document support workflows and training plans; Reproduce and escalate customer-reported problems.
Seniority
Senior, hands-on IC with team leadership
