Technical Support Team Lead (SaaS | SQL)

About the role

We are seeking a Technical Support Team Lead to manage a six‑person support team for a 24/7 SaaS platform. The role combines people leadership with deep technical troubleshooting across Azure, SQL Server, C# and Angular, and serves as the primary escalation point before engineering.

Key responsibilities

• Directly manage and develop a team of six technical support specialists, including coaching, performance reviews and skill‑gap analysis.
• Oversee support operations across multiple time zones, review ticket queues daily, prioritize and make escalation decisions.
• Lead major P1 incidents, coordinate response, communicate with customers and produce root‑cause reports.
• Identify recurring issues, partner with engineering to implement fixes, and drive tooling and automation initiatives.
• Own support KPIs such as ticket age, first‑response time, resolution time, reopen rate and CSAT, and conduct quality‑assurance reviews.

Required profile

• 10+ years of technical support experience in a SaaS or software environment, with at least 5 years leading support teams.
• Strong analytical and troubleshooting abilities, comfortable reading C# code and SQL queries.
• Proven experience coaching specialists, managing performance and conducting QA reviews.
• Excellent written and spoken English and the ability to work across time zones.

Required skills

• Atlassian ecosystem – Jira, Jira Service Management, Confluence
• Microsoft SQL Server and SQL troubleshooting
• C# programming language
• Azure cloud platform
• Angular framework
• AI‑assisted support tools such as Claude and Codex
• GitHub or similar source‑control systems
• SAML and OAuth SSO technologies (beneficial)

What we offer

• Fully remote work arrangement.
• Leadership responsibility for a six‑person technical support team.
• Significant ownership of a 24/7 SaaS support function and its KPIs.
• Direct collaboration with engineering and senior leadership.
• Exposure to a Microsoft technology stack (Azure, SQL Server, C#, Angular) and modern AI tools.
• Opportunity to shape support processes, knowledge management and team development.