SaaS Support Team Lead — Remote & 24/7

Jobgether SRL

United Kingdom

On-site

GBP 65,000 - 95,000

Full time

2 days ago

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Benefits offered by this job

Fully remote position

Job summary

Partner Company in the United Kingdom is seeking a Technical Support Team Lead to manage a six-person technical support team for a high-availability SaaS platform. You will blend people leadership with deep technical troubleshooting and serve as the key escalation point before engineering.

In this role, you will work across Azure, SQL Server, C#, Angular, and AI-assisted support tools, owning team performance, coverage, and KPIs while collaborating with senior leadership and engineering to

Qualifications

Ten+ years in technical support in SaaS/software environments.
Five+ years leading or managing technical support teams.
Strong hands-on knowledge of Atlassian Jira, Jira Service Management and Confluence.
Advanced practical experience with Microsoft SQL Server and SQL troubleshooting.

Responsibilities

Directly manage and develop a team of six technical support specialists with varying levels of product knowledge and experience.
Lead a support function across multiple time zones, including daily meetings at 8:00 am and 11:00 am Pacific Time.
Coach team members, identify skill gaps, and reduce engineering escalations.
Review the support ticket queue daily and own escalation decisions.
Serve as the primary technical escalation point before engineering and set ticket severity/priorities.
Lead major P1 and system-down incidents and produce root-cause reports after resolution.
Identify recurring issues and partner with engineering to address root causes.
Develop deep knowledge of the SaaS platform and customer environments.