Technical Support Lead - New Product

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 Comfortable operating in a fast-moving, early-stage environment

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 triage, reproduce, and resolve complex technical issues Establish and refine SLAs, escalation paths, and operational workflows Monitor and report on key support KPIs Document internal processes, build knowledge bases, and streamline communication Serve as the escalation point for technically advanced or high-priority issues