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Role Overview:
- Lead a six-person technical support team for a 24/7 SaaS platform.
- Act as the primary escalation point before engineering and own support KPIs.
Key Accountabilities:
- Manage team performance, coaching, and case quality reviews.
- Drive incident response and root-cause resolution with engineering.
- Champion AI-assisted support tools to improve productivity.
Requirements:
- 10+ years of technical support experience and 5+ years of team leadership.
- Strong SQL Server skills and working knowledge of C#.
Benefits:
- Fully remote role with senior leadership visibility.
- High impact on platform reliability and support efficiency.
Unknown
They provide a business-critical SaaS platform that operates around the clock and serves a global customer base. The company values technical excellence, cross-functional collaboration, and a remote-first, AI-enabled support culture.