Technical Support Team Lead (SaaS | SQL)
Core
Lead a team of six technical support specialists for a 24/7 business-critical SaaS platform, serving as the primary escalation point before engineering.
Role type
Senior IC Technical Support Team Lead
Builds
Production support operations, automation tools, and knowledge base for a SaaS platform
Domain
SaaS / Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
People leadership, SQL troubleshooting, incident management, root cause analysis, KPI ownership, technical coaching, AI tool utilization
Preferred skills
C# code reading, Angular familiarity, GitHub usage, SSO technologies (SAML/OAuth)
Technologies
Azure, SQL Server, C#, Angular, Jira, Confluence, Claude, Codex
Responsibilities
Manage and develop a team of six support specialists; Lead major P1 incidents and coordinate response efforts; Review ticket queues and guide prioritization; Partner with engineering to eliminate recurring issues; Own support KPIs including CSAT and Time to Resolution; Champion AI-assisted support tools
Seniority
Senior, hands-on IC with team leadership
