Technical Support Lead

4+ years of experience in technical support or support engineering for SaaS products. Hands-on familiarity with multi-product environments — web and mobile platforms, APIs, and integrations. Strong understanding of APIs, SQL, and modern web application troubleshooting. Prior experience mentoring or leading a support or solutions team. Excellent written and verbal communication skills. Proven ability to build and optimize support processes, SLAs, and escalation workflows.

Build and lead the technical support function for a new product line. Manage and mentor a small team of Technical Support Agents. Partner with Engineering and Product to resolve complex technical issues. Establish and refine SLAs, escalation paths, and operational workflows. Monitor and report on key support KPIs. Document internal processes and build knowledge bases. Serve as the escalation point for advanced or high-priority issues.