Technical Support Team Lead (SaaS | SQL)

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

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Team Lead (SaaS | SQL) based in United Arab Emirates.

As a Technical Support Team Lead, you’ll lead a team of six technical support specialists responsible for a business-critical SaaS platform operating around the clock. You’ll combine people leadership with deep technical troubleshooting, serving as the primary escalation point before engineering. The role gives you ownership of team performance, support quality, coverage, and operational KPIs. You’ll work closely with engineering to eliminate recurring issues and build tools that allow support specialists to resolve more problems independently. Working across Azure, SQL Server, C#, Angular, and modern AI support tools, you’ll become a key technical authority for the platform and customer base. Reporting directly to senior leadership, you’ll have significant influence over how the support function evolves and performs.

Accountabilities:

• Directly manage and develop a team of six technical support specialists with varying levels of product knowledge and experience.
• Lead a support function operating across multiple time zones, including participation in mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time.
• Coach team members, identify skill gaps, and develop capabilities that reduce unnecessary engineering escalations.
• Review the support ticket queue daily, guide prioritization, and own escalation decisions.
• Serve as the primary technical escalation point before engineering and determine appropriate ticket severity and priority.
• Lead major P1 and system-down incidents, coordinating response efforts, communicating with affected customers, and producing root-cause reports after resolution.
• Resolve escalated issues permanently through controlled support tooling, code fixes, or documented procedures whenever possible.
• Identify recurring support issues and partner with engineering to address their underlying root causes.
• Develop deep knowledge of the SaaS platform and customer environment to maximize first-line resolution.
• Partner with the Engineering Manager to prioritize and justify new support tooling and automation initiatives.
• Own support KPIs including open tickets, ticket age, backlog aging, First Response Time, Time to Resolution, reopen rate, repeat-escalation rate, and CSAT.
• Conduct quality assurance and case reviews, evaluating both resolution effectiveness and the quality of ticket documentation.
• Monitor stalled tickets and ensure specialists maintain appropriate follow-up and ownership.
• Champion AI-assisted support using tools such as Claude and Codex to improve troubleshooting, productivity, and team enablement.
• Own support procedures and documentation in Confluence and use quieter periods to strengthen the team's knowledge base.
• Contribute to occasional after-hours escalation management when genuine major incidents occur.

Requirements:

• 10+ years of technical support experience in a SaaS or software environment.
• 5+ years of experience leading or managing technical support teams.
• Strong hands-on knowledge of the Atlassian ecosystem, particularly Jira, Jira Service Management, and Confluence.
• Advanced practical experience with Microsoft SQL Server and confident SQL troubleshooting skills.
• Working knowledge of C#, with the ability to read backend code and reason about potential root causes.
• Proven experience coaching support specialists, managing performance, and conducting QA and case-quality reviews.
• Strong understanding of support KPIs and SLAs, including First Response Time, Time to Resolution, backlog aging, reopen rate, repeat-escalation rate, and CSAT.
• Sound judgment when assessing ticket severity, managing incidents, and determining when engineering escalation is necessary.
• Strong analytical and troubleshooting skills, with the ability to quickly develop deep knowledge of a complex SaaS platform and its customer base.
• Comfortable using AI tools to accelerate troubleshooting, documentation, and support enablement.