Support Team Lead

Cloudsmith; Jaipur; On-site; INR 1,800,000 - 2,600,000; Full time

Benefits offered by this job

Equity

Health insurance

Annual leave

Flexible working

Professional development budget

Job summary

Cloudsmith seeks a Support Team Lead based in Jaipur to guide a high‑performing team delivering tier-1 to tier-3 support for our artifact management platform. You will own the delivery queue, mentor engineers, and act as the technical escalation point to ensure fast, reliable resolutions for customers.

You will collaborate with product and success teams to improve processes, drive customer satisfaction metrics, and shape the future of our world-class platform.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 6+ years in Technical Product Support or a similar role.
• 2+ years leading & growing technical teams.
• Coaching experience with measurable improvements.
• Ability to create an environment safe for questions and risk-taking.
• Comfort reading and debugging code and scripting in Python/JavaScript.

Responsibilities

• Own daily team rhythm, work allocation, and performance tracking.
• Act as technical escalation point for complex issues.
• Manage ticket queue health and prioritisation for smooth delivery.
• Deliver coaching and feedback to improve team performance and autonomy.
• Develop and mentor the team to deliver world-class customer support at scale.
• Oversee incident communications and on-call rotation.
• Set and achieve support KPIs with leadership and improve processes.
• Maintain up-to-date knowledge base, runbooks, and internal docs.
• Surface customer trends and feature requests to drive roadmap prioritisation.

Skills

Leadership

Coaching

Incident management

Debugging & troubleshooting

English communication

Code reading & scripting

Education

Bachelor's degree in CS/IT or related field

Tools

Python

JavaScript

Job description

TL;DR: We're seeking a Support Team Lead with deep technical expertise and a passion for developing & mentoring people to solve complex customer challenges, grow a high-performing team, and help shape the future of our world-class artifact management platform.

About Cloudsmith

Cloudsmith is building the operating system for the modern software supply chain. We run a global, fully managed, multi-tenant SaaS platform that helps organizations, from startups to Fortune 500 companies, secure, govern, and distribute software artifacts at scale. Worldwide, our customers use Cloudsmith as a critical infrastructure control plane for CI/CD, developer workflows, security controls, compliance, and software distribution, supporting 30+ formats and ecosystems across languages, containers, and operating systems. We recently raised our Series C to accelerate Cloudsmith 2.0: deeper artifact intelligence, stronger policy and provenance, faster package-aware delivery, and infrastructure built for engineering teams, as well as the modern AI-driven software factory. By developers, for developers: we care about craft, architecture, and enterprise scale.

The Role

We are building a team that is responsible for the developer experience. On a daily basis, we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot and investigate issues, diagnosing and resolving core product-related problems. As Support Team Lead, you own the delivery and team capability. You are the technical escalation point for your team, the owner of queue health and prioritisation, and the person who protects your team's time so they can do proactive, high-leverage work.

Key Responsibilities

• Day-to-Day Team Management: Own the daily rhythm of the team, including work allocation, shift handovers and leave. Make the required decisions to keep the team progressing. Hold weekly 1:1s and track performance continuously against clear role expectations, so issues are identified and handled efficiently.
• Technical Guidance: Act as the technical escalation point for your team, unblocking complex diagnostic and troubleshooting work and setting the standard for quality.
• Workflow Delivery: Own ticket queue health and prioritisation to ensure predictable, smooth delivery of support workflows.
• Team Development: Deliver consistent coaching and structured feedback that measurably improves team performance, autonomy, and confidence.
• Mentorship: Develop and mentor your team to help them continue to deliver world-class Customer Support as we scale
• Operations: Manage team capacity, own the shift and on-call rota, and ensure the team provides world-class Incident Communications and Incident Management.
• Metrics & Process: Set and achieve support KPIs (response time, resolution rate, CSAT) with the head of support, and build repeatable processes that improve response quality and speed.
• Documentation & Enablement: Ensure knowledge base articles, runbooks, and internal documentation stay current, so customers can resolve common issues independently.
• Customer Advocacy: Act as a customer advocate within the company, surfacing support trends, feedback, and feature requests to support & success leadership and the product development team to inform roadmap prioritisation.

Required Experience, Qualities & Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 6+ years in Technical Product Support or a similar role.
• 2+ years leading & growing technical teams.
• Demonstrable coaching and feedback experience. You can talk specifically about someone who got measurably better because you managed them.
• The ability to create an environment where people feel safe asking questions, taking risks, and escalating mistakes early.
• Comfortable reading and debugging code, and confident scripting in Python, JavaScript, or a similar language.
• Knowledge of software packaging and distribution concepts and tools.
• Experience owning incident response or major incident communications in a customer-facing environment.
• Excellent problem-solving and troubleshooting skills.
• A strong operational mindset - you like fixing problems, not just symptoms.
• Ability to drive results and ensure delivery through others.
• An enthusiastic and effective communicator (In English): you should be able to appeal to and communicate with both technical and non-technical listeners alike, and keep stakeholders informed with clear, transparent direction.
• Willingness to own and work flexible shifts to support customers in different time zones.

Cultural Values We're Looking For

• A bias for action and a passion for what we do: A positive attitude and bias for action are everything. You proactively seek knowledge and are never satisfied with the status quo.
• Empathy + customer-centricity: You genuinely care about customers and strive to understand their needs, frustrations, and goals. You see customer success as your own success.
• Relentless curiosity + continuous learning: You are always eager to learn, improve, and challenge assumptions.
• Bias for Action + Ownership: You take initiative, move fast, and own the team's problems end-to-end. You're not afraid to roll up your sleeves, even when challenges are outside your comfort zone.
• Collaboration + Candour: You value open, honest, and respectful communication. You give and receive feedback constructively and believe that the best ideas win, regardless of hierarchy.
• Role-modelled behaviours: You consistently demonstrate the standards, values, and work ethic expected of the wider team.

Benefits, Location & Work Environment

Note: This role is based in Jaipur, India. You must have the right to work in India without requiring sponsorship.

Headlines

• A role based in Jaipur, India.
• A competitive compensation package, including equity.
• With comprehensive health insurance.
• Plus, generous annual leave and flexible working practices to suit your lifestyle.
• Including a professional development budget for conferences and training.
• In a dynamic, innovative, trust-centric, and supportive work environment.
• With the opportunity to shape a fast-growing Series C startup (and beyond).

Health and Wellness

Regardless of your location, we deeply care about the health and wellness of our staff and their families; a sustainable pace is important to us. In addition to generous annual leave, we offer health and wellbeing benefits along with flexible family-friendly working policies.

Personal Growth

You will have an enormous opportunity to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.

Facilities

Cloudsmith is headquartered in Belfast, Northern Ireland, and most of our customers are based in the US. We hold company offsites in Belfast (or otherwise) a few times per year, with guest speakers and team activities. Most Cloudsmithers work remotely, close and far, so we rely on our online collaboration tools; Slack is how we work. Some travel may be required in this role.

About Equal Opportunity

Cloudsmith is an equal-opportunity employer proud to nurture a diverse workplace that welcomes applications from individuals of all races, genders, and ethnic groups. We do not discriminate on age, religion, sexual orientation, citizenship status, military service, or health conditions. We will not tolerate discrimination of any kind within our workforce.

The Final Word

We're looking for someone who can balance deep technical expertise with profound customer empathy, has the experience to help build a world-class technical support experience, and measures their own success by their team's growth. We're critical infrastructure by developers, for developers, and we're building the world's software supply chain platform and ecosystem. We want to hear from you if you're excited to lead a team working on mission-critical infrastructure with a lasting impact on the software industry from today until IPO and beyond.