Remote SaaS Tech Support Team Lead | 24/7 Ops & AI Tools

Jobgether SRL; France; Sur place; EUR 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Fully remote position

Team leadership role

Résumé du poste

Jobgether SRL is seeking a Technical Support Team Lead in France to manage a six-person team for a critical SaaS platform. You will oversee global support operations, drive performance KPIs, and work closely with engineering to reduce escalations and improve tooling and automation.

Strong SQL, C#, and Atlassian experience are required, with a focus on delivering high-quality support 24/7. You will lead cross-time-zone collaboration, maintain QA standards, and mentor engineers while influencing

Qualifications

• 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.
• Strong understanding of support KPIs and SLAs, including First Response Time, Time to Resolution, backlog aging, reopen rate, repeat-escalation rate, and CSAT.
• Strong written and spoken English.
• Ability to work effectively across time zones and collaborate with engineering and senior leadership.

Responsabilités

• Directly manage and develop a team of six technical support specialists with varying levels of product knowledge.
• Lead a global support function with multi-time-zone coverage and daily meetings at 8:00 am and 11:00 am PT.
• Coach team members, identify skill gaps, and reduce unnecessary engineering escalations.
• Review the support ticket queue, guide prioritization, and own escalation decisions.
• Serve as the primary escalation point before engineering and determine severity and priority.
• Lead major incidents (P1/system-down) and produce root-cause reports after resolution.
• Improve tooling and automation with engineering to increase first-line resolution.
• Develop deep knowledge of the SaaS platform and customer environment for faster resolution.
• Own documentation and knowledge base updates in Confluence and strengthen team capabilities.
• Occasionally participate in after-hours escalation management for major incidents.

Connaissances

Team leadership

SaaS support

SQL troubleshooting

English fluency

Problem solving

Outils

Jira

Jira Service Management

Confluence

SQL Server

C#

Angular

GitHub

Description du poste

Jobgether SRL is seeking a Technical Support Team Lead in France to manage a six-person team for a critical SaaS platform. You will oversee global support operations, drive performance KPIs, and work closely with engineering to reduce escalations and improve tooling and automation.

Strong SQL, C#, and Atlassian experience are required, with a focus on delivering high-quality support 24/7. You will lead cross-time-zone collaboration, maintain QA standards, and mentor engineers while influencing