SaaS Tech Support Lead — 24/7, AI-Enabled, Azure/SQL

Lever, Inc.; Österreich; Vor Ort; EUR 90.000 - 110.000; Vollzeit

Benefits dieser Stelle

Fully remote

Leadership role

Six-person team ownership

AI-assisted tools

Zusammenfassung

Jobgether in Austria seeks a Technical Support Team Lead to oversee a six-person group for a SaaS platform, coordinating with engineering to reduce escalations and improve tooling. You will manage KPIs, handle major incidents, and drive knowledge base improvements.

You will work across Azure, SQL Server, C#, Angular, and AI tools to enhance troubleshooting, documentation, and customer outcomes, reporting to senior leadership.

Qualifikationen

• 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.
• Strong written and spoken English.
• Self-directed leadership style with the ability to establish clear priorities, expectations, and direction for the team.
• Ability to work effectively across time zones and collaborate closely with engineering and senior leadership.
• Familiarity with GitHub or other source-control systems is a plus.
• Exposure to Angular is advantageous.
• French and/or Spanish language skills are a plus.
• Familiarity with SSO technologies such as SAML or OAuth is beneficial.

Aufgaben

• Directly manage and develop a team of six technical support specialists.
• Lead a multi-time-zone support function with mandatory daily meetings.
• Coach team members and close skill gaps to reduce escalations.
• Review ticket queues daily and guide prioritization and escalation decisions.
• Be the primary technical escalation point before engineering and manage incident severity.
• Lead major P1 and system-down incidents and produce root-cause reports.
• Permanently resolve escalated issues via tooling, code fixes, or documented procedures.
• Identify recurring issues and work with engineering to address root causes.
• Develop deep knowledge of the SaaS platform and customer environment for better first-line resolution.
• Prioritize and justify new tooling and automation with the Engineering Manager.
• Own KPIs like open tickets, time to resolution, backlog aging, CSAT.
• Conduct QA and case reviews to assess resolution quality and documentation.
• Monitor stalled tickets and ensure follow-up ownership.
• Champion AI-assisted support to improve troubleshooting and enablement.
• Own support procedures and documentation in Confluence; strengthen knowledge base.
• Occasionally escalate after-hours during major incidents.

Kenntnisse

Technical leadership

SaaS support

SQL troubleshooting

C# debugging

Azure experience

Angular familiarity

English proficiency

Team development

Incident management

KPI monitoring

Tools

Jira

Confluence

Jobbeschreibung

Jobgether in Austria seeks a Technical Support Team Lead to oversee a six-person group for a SaaS platform, coordinating with engineering to reduce escalations and improve tooling. You will manage KPIs, handle major incidents, and drive knowledge base improvements.

You will work across Azure, SQL Server, C#, Angular, and AI tools to enhance troubleshooting, documentation, and customer outcomes, reporting to senior leadership.