Remote SaaS Tech Support Lead with AI Tools

Jobgether SRL; Lavamünd; Remote; EUR 127.000 - 180.000; Vollzeit

Benefits dieser Stelle

Fully remote position

Senior technical authority

Exposure to Azure/SQL/Angular

Zusammenfassung

Jobgether SRL is seeking a Technical Support Team Lead to oversee a six-person team responsible for a critical SaaS platform. You will combine people leadership with advanced troubleshooting, acting as the primary escalation point before engineering and shaping support practices across time zones.

You will work with Azure, SQL Server, C#, Angular and cutting-edge AI tools to improve resolution, tooling, and knowledge management, while reporting to senior leadership on performance and

Qualifikationen

• 10+ years of technical support experience in SaaS or software.
• 5+ years leading technical support teams.
• Hands-on knowledge of Jira, Jira Service Management, and Confluence.
• Advanced practical experience with Microsoft SQL Server and SQL troubleshooting.
• Working knowledge of C#, with ability to read backend code.
• Proven experience coaching support specialists, managing performance, and conducting QA reviews.
• Strong understanding of support KPIs and SLAs.
• Fluent English, written and spoken.
• Ability to work across time zones with engineering and leadership.
• Familiarity with GitHub or other source-control; Angular exposure is a plus.

Aufgaben

• Directly manage and develop a team of six technical support specialists.
• Lead a 24/7 SaaS support function across multiple time zones.
• Coach team members and reduce engineering escalations.
• Review ticket queue, prioritize, and own escalation decisions.
• Serve as primary escalation point before engineering.
• Lead major P1 and system-down incidents with root-cause reporting.
• Resolve escalated issues via tooling, code fixes, or documented procedures.
• Identify recurring issues and partner with engineering to address root causes.
• Develop deep knowledge of the SaaS platform and customer environment.
• Prioritize tooling and automation with Engineering Manager.
• Own support KPIs including open tickets, age, backlog, and CSAT.
• Conduct QA and case reviews; ensure documentation quality.
• Monitor stalled tickets and ensure proper follow-up.
• Champion AI-assisted support using Claude and Codex.
• Own support procedures in Confluence and strengthen knowledge base.
• Occasional after-hours escalation management for major incidents.

Kenntnisse

Jira/JSM

Confluence

SQL Server

C#

Angular

AI tools

English

Leadership

Azure

GitHub

Tools

Azure

GitHub

Jobbeschreibung

Jobgether SRL is seeking a Technical Support Team Lead to oversee a six-person team responsible for a critical SaaS platform. You will combine people leadership with advanced troubleshooting, acting as the primary escalation point before engineering and shaping support practices across time zones.

You will work with Azure, SQL Server, C#, Angular and cutting-edge AI tools to improve resolution, tooling, and knowledge management, while reporting to senior leadership on performance and