Team Lead, Customer Support
New
T
TailscaleSaaS Networking
Remote (United States)Full-TimeLead
Salary160,000 USD per year
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Job Details
- Experience
- 4+ years of experience in a technical support role; 1+ years of experience in a leadership, management, or formal mentoring capacity
- Required Skills
- KubernetesJiraSaaS
Requirements
- 4+ years of experience in a technical support role within a SaaS environment
- 1+ years of experience in a leadership, management, or formal mentoring capacity
- Strong technical background in networking fundamentals (TCP/IP, DNS, firewalls, and routing)
- Proficiency with networking and security concepts (k8s a plus)
- Experience with identity management and SSO integrations such as Okta, Azure AD, and Google
- Previous experience in supporting customers across OS’s (Linux, MacOS, Windows, etc)
- Proven ability to manage and optimize support workflows across processes and tooling
- Data-driven mindset with the ability to track and act on metrics like CSAT, TTFR, and TTR
- Excellent communication skills for translating technical concepts
- Ability to thrive in a fast-paced environment while managing multiple competing priorities
Responsibilities
- Manage day-to-day support operations for a team of 8-10 Support Engineers.
- Lead the onboarding, technical mentoring, and career coaching for all direct reports.
- Conduct regular 1:1s and performance management reviews to ensure team alignment and growth.
- Oversee the support queue to ensure SLA/SLO adherence, including response and resolution times.
- Act as an internal escalation point for both complex technical issues and difficult customer situations.
- Align team activities and outcomes with the strategic roadmap set by the VP of Customer Engineering.
- Partner with Support and CX Operations to refine workflows and improve internal tooling like Jira, Incident.io, Kapa.ai, and PagerDuty.
- Perform regular QA reviews on tickets to maintain technical accuracy and brand voice.
- Analyze support data and customer feedback (CSAT) to identify and report trends to leadership.
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