Tech Lead, Customer Support
Core
Hands-on technical leadership for a team of five support engineers, resolving complex customer escalations and driving operational improvements in a SaaS/cybersecurity environment.
Role type
Senior IC Tech Lead (Customer Support)
Builds
Support operations, escalation resolution workflows, and agentic AI support capabilities
Domain
Cybersecurity, SaaS, Identity, Enterprise Applications
Required skills
Technical troubleshooting, team leadership, SaaS/Identity/API expertise, automation/AI integration, operational metrics analysis, stakeholder management
Preferred skills
SaaS security (OAuth/SAML), security incident response, self-service automation implementation
Technologies
SaaS platforms, Identity management, APIs, Integrations, Agentic AI, Automation tools
Responsibilities
Lead and coach a team of five support engineers; Own daily support operations and case prioritization; Serve as technical lead for high-priority customer escalations; Build deep expertise across SaaS, identity, and security environments; Strengthen team capabilities through coaching and knowledge sharing; Identify recurring issues and drive product improvements; Partner with AI teams to introduce new support workflows; Monitor support quality and operational performance
Seniority
Senior, hands-on IC with people management
