Team Lead Technical Support

About this role

📋 Description Monitor queues, triage real-time alerts, and manage handoffs to meet SLA standards. Coach support engineers through shadowing, feedback, and targeted development. Analyze DSAT, escalation trends, taxonomy gaps, and workflow improvement opportunities. Drive adoption of KCS and Ticket Documentation Standards across support teams. Conduct quality audits, appeal reviews, and support hiring interviews. Integrate AI and automation to streamline support workflows and resolutions.

🎯 Requirements Bachelor's degree in Computer Science, a technical field, or equivalent practical experience. 5+ years of client-facing technical support experience in SaaS, communications, or cloud API Experience mentoring team members, leading technical enablement, or conducting quality audits. Ability to analyze operational data using tools such as Looker or Excel. Experience resolving complex customer escalations.

Ability to work Monday through Friday, 8 a.m. to 5 p.m. PT. 🎁 Benefits competitive pay generous time off ample parental and wellness leave healthcare retirement savings program

Source listing: empllo_remote