Tech Lead, Customer Support

New

JobgetherCybersecurity SaaS

Remote work within the U.S. East/Central regionFull-TimeLead

SalaryBase salary range of $165,000–$199,000 USD.

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Job Details

Bring significant hands-on experience supporting complex B2B SaaS, cybersecurity, identity, infrastructure, or similarly technical products.
Demonstrate strong technical troubleshooting skills, including investigating ambiguous issues and working across APIs and integrations.
Be able to interpret logs and product behavior and collaborate effectively with Engineering teams.
Have experience leading a small technical team through direct people management or a technical lead role with coaching and operational responsibilities.
Use sound judgment to manage customer escalations, balancing technical investigation, urgency, prioritization, and clear communication.
Demonstrate the ability to develop engineers, provide constructive feedback, and improve team processes while remaining connected to technical work.
Have experience using support metrics to identify operational issues, improve service quality, and increase team efficiency.
Show practical interest in automation and AI-driven support workflows, understanding where human expertise and judgment remain essential.
Experience with SaaS security, identity management, OAuth, SAML, or enterprise application integrations is preferred.
Experience supporting security incidents or other time-sensitive customer issues is a plus.
Previous experience implementing automation, AI, self-service, or similar capabilities within a support organization is advantageous.

Lead, coach, and develop a team of five support engineers, including performance management, career development, and hiring.
Manage daily support operations, including case prioritization, workload allocation, team coverage, escalation paths, quality standards, and customer communications.
Investigate complex and high-priority customer escalations and coordinate resolution with Product and Engineering.
Build expertise across the platform and customers' SaaS, identity, API, integration, and security environments.
Strengthen technical capabilities through case reviews, troubleshooting guidance, documentation, knowledge sharing, and hands-on coaching.
Represent Support during critical customer situations, provide updates, manage expectations, and maintain ownership through resolution.
Identify recurring customer issues and collaborate with Product and Engineering on product improvements and better diagnostics.
Partner with teams developing agentic AI capabilities to introduce support workflows, train engineers, and provide feedback from customer cases.
Monitor resolution times, SLA performance, customer satisfaction, and automation impact.
Use support data and customer feedback to improve team efficiency, service quality, and operational processes.

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