Tier II Technical Support Team Lead
35000 USD per year
Company:
Location:Mexico, Colombia
Languages:English
Seniority level:Lead, 3-6 years customer support/technical support, 1-3 years leadership
Experience:3-6 years customer support/technical support, 1-3 years leadership
Skills:
LeadershipQA AutomationSalesforceJiraCross-functional Team LeadershipAPI testingCommunication SkillsAnalytical SkillsCollaborationProblem SolvingRESTful APIsMentoringCoachingTroubleshootingTechnical supportCustomer support
Requirements:
3-6 years of customer support or technical support experience, ideally in SaaS. 1-3 years of experience coaching, mentoring, or leading a technical support function. Strong technical troubleshooting skills. Proven ability to elevate team performance through coaching, QA calibration, and feedback. Familiarity with Salesforce, RingDNA/Talkdesk, Jira/Linear, admin consoles, log analysis, or similar support tools. English fluency is required.
Responsibilities:
Coach Tier II specialists to improve troubleshooting capabilities. Improve overall Support quality through QA calibration and SOP governance. Increase operational efficiency by refining workflows and monitoring metrics. Build systems, documentation, and training for Tier II to scale. Manage escalations and communicate with technical and non-technical audiences.
