SaaS Technical Support Lead - SQL & AI Enablement

Lever, Inc.; United Arab Emirates; On-site; AED 180,000 - 320,000; Full time

Job summary

Lever, Inc. in United Arab Emirates seeks a Technical Support Team Lead to run a six-person team for a critical SaaS platform. You will own KPIs, escalation handling, and cross-functional collaboration with engineering. Proficiency in SQL Server, C#, Azure, and Jira/JSM is expected.

You will coordinate across time zones, lead incident response, and drive automation initiatives while enhancing knowledge bases and AI-assisted processes.

Qualifications

• 10+ years in technical support within SaaS or software environments.
• 5+ years leading technical support teams.
• Hands-on Jira/JSM and Confluence experience.
• Advanced SQL Server and SQL debugging skills.
• Reading backend code (C#) and reasoning about root causes.
• Coaching, performance management and QA experience.
• Strong KPI/SLAs understanding including CSAT.

Responsibilities

• Directly manage a team of six technical support specialists across time zones.
• Own escalation decisions and guide priority for tickets.
• Lead major incidents and produce post-incident RCAs.
• Develop tooling and automation with engineering for more first-time fixes.
• Drive improvements to First Response Time and Time to Resolution.
• Manage knowledge base and Confluence documentation.
• Champion AI-assisted troubleshooting and tooling adoption.
• Collaborate with Engineering Manager on tooling roadmap.

Skills

Leadership

SaaS support

SQL troubleshooting

Jira/JSM

Confluence

Analytical thinking

Coaching/mentoring

Incident management

Customer escalation

AI-assisted support

Tools

Jira

Jira Service Management

Confluence

Microsoft SQL Server

C#

Azure

Angular

Codex/Claude AI tools

Job description

Lever, Inc. in United Arab Emirates seeks a Technical Support Team Lead to run a six-person team for a critical SaaS platform. You will own KPIs, escalation handling, and cross-functional collaboration with engineering. Proficiency in SQL Server, C#, Azure, and Jira/JSM is expected.

You will coordinate across time zones, lead incident response, and drive automation initiatives while enhancing knowledge bases and AI-assisted processes.