Senior Technical Support Team Lead: Networking & SaaS

Greenhouse Software, Inc.; United Kingdom; Remote; GBP 65,000 - 90,000; Full time

Job summary

NiCE Ltd. in the United Kingdom is seeking a Team Lead, Technical Support to own and drive expert technical assistance for customers, resolving complex issues across SaaS, networking, and voice technologies.

You will coordinate cross-functional response efforts and ensure timely escalation when needed. You will mentor colleagues, analyse root causes, document knowledge content, and drive improvements to processes and SLAs.

Qualifications

• Minimum 7+ years in a technical customer service role.
• Experience with SaaS, contact centre software, networking tech (VoIP, TCP/IP, HTTP/HTTPS).
• Strong communication, problem-solving, and multi-tasking in high-pressure environments.

Responsibilities

• Provide advanced technical support via phone, online, chat, and email.
• Mentor colleagues on communication, troubleshooting, and product knowledge.
• Improve procedures to increase efficiency and resolve complex issues.
• Ensure cases progress per SLA targets and escalate when needed.
• Document issues and contribute to knowledge base using best practices.

Skills

Technical support expertise

SaaS knowledge

Networking knowledge

Communication skills

Problem-solving

Education

Bachelor's degree in Computer Science or related field

Tools

Relational Databases (MSSQL, Oracle, MySQL)

Job description

NiCE Ltd. in the United Kingdom is seeking a Team Lead, Technical Support to own and drive expert technical assistance for customers, resolving complex issues across SaaS, networking, and voice technologies.

You will coordinate cross-functional response efforts and ensure timely escalation when needed. You will mentor colleagues, analyse root causes, document knowledge content, and drive improvements to processes and SLAs.