Team Lead, Support Engineering

FloQast; Pune District; Remoto; INR 2.800.000 - 4.000.000; Tempo pieno

Descrizione del lavoro

FloQast is seeking a Team Lead, Support Engineering to guide a specialized group delivering top-tier technical support for FloQast customers on the Accounting Workflow Automation Platform. The role blends hands-on work with people management and requires mentoring engineers to unblock customers effectively.

You will own talent strategy, partner with US colleagues, and drive process improvements through AI, tooling, and data insights while staying current with product updates and best practices.

Competenze

• Experience leading technical support teams and driving results.
• Proven ability to hire, onboard, and coach ICs in a distributed environment.
• Strong written communication and global collaboration skills.

Mansioni

• Lead a specialized team of Technical Support Engineers dedicated to unblocking customers through troubleshooting and configuration work across the FloQast Platform.
• Own talent strategy including hiring, onboarding, training, 1:1s, reviews, and career development.
• Oversee team work and collaborate with US colleagues and leadership.
• Build and optimize processes for routing work and drive improvements via AI, tooling, documentation, and data insights.
• Maintain proficiency in the FloQast platform and stay current with product updates and best practices.
• Remain hands-on with the team's work, handling configuration requests as needed.
• Leverage Admin Portal to perform CRUD operations in the database.
• Track and report key Support metrics and queue health, ensuring timely responses and resolutions.
• Cultivate a high-performance culture aligned with our Support Values.
• Contribute to special projects and initiatives across the department.

Conoscenze

People management

Technical leadership

Troubleshooting

Cross-functional collaboration

Communication

Platform knowledge

Remote collaboration

Formazione

Degree in IT/CS/Accounting or related field

Strumenti

Zendesk administration

Jira

Grafana

Highspot

AI tools (Claude, ChatGPT)

Descrizione del lavoro

As a Team Lead, Support Engineering at FloQast, you will lead a specialized team dedicated to delivering exceptional technical support for FloQast customers across the Accounting Workflow Automation Platform. Like all roles on the FloQast Support team, this is a hands-on leadership position. You will report to a Manager or Director of Support Engineering and run your team with a high degree of autonomy, balancing your time between hands-on work and people management, ensuring you remain a primary resource for your team while mentoring Technical Support Engineers to unblock customers effectively.

What You’ll Do

• Lead a specialized team of Technical Support Engineers dedicated to unblocking customers through troubleshooting and technical administrative and configuration work across the FloQast Accounting Workflow Automation Platform.
• Own talent strategy for the team, including hiring, onboarding, training, 1:1 meetings, annual reviews, performance coaching, and career development.
• Oversee the team’s work and collaborate asynchronously with US colleagues and leadership.
• Build and optimize processes such as routing work between teams, and drive improvements through AI, tooling, documentation, and data insights.
• Maintain strong proficiency in the FloQast platform, staying current with features and limitations, product updates, future roadmap, and best practices to effectively support both customers and the team.
• Remain hands-on with the team’s work, including configuration requests, focusing your bandwidth where it can best help customers and the team.
• Leverage internal admin tools (Admin Portal) to execute CRUD operations in the database.
• Track and report on key Support metrics and queue health, including request volume and urgency, ensuring accurate prioritization, timely responses, and effective resolutions.
• Cultivate a high-performance culture rooted in our Support Values: Empathetic Helpers, Technical Problem Solvers, Trusted Product Experts, Generous Collaborators, and Thoughtful Communicators.
• Contribute to special projects and initiatives as assigned, leveraging expertise and a creative problem-solving skillset to help the department and company achieve its goals.

What You’ll Bring

• 5+ years of functional experience in Technical Support, IT operations, or a related technical field, or equivalent experience.
• 2+ years of people management experience, including hiring and onboarding.
• Demonstrated success in managing individual contributors in technical roles.
• Demonstrated ability to lead a team independently.
• Strong written communication skills and experience working with colleagues globally across multiple time zones.
• Strong technical aptitude with the ability to quickly master complex products and rapidly evolving platform features.
• Proven ability to balance long-term strategic initiatives with day-to-day operational leadership.
• Experience partnering with cross-functional stakeholders on both operational initiatives and proactive improvements.

Nice to Haves

• Relevant experience with the FloQast platform or comparable B2B fintech products.
• Degree in Business, IT, Computer Science, Accounting, Finance, or a related field.
• Professional experience or familiarity with principles in Accounting, Internal Audit, External Audit, Compliance, Finance, or related fields.
• Experience building or scaling a new team.
• Expertise and/or certifications in Zendesk administration.
• Familiarity with support automation strategies and AI support tools.
• Familiarity with tools like Jira, Grafana, and Highspot, and with AI tools such as Claude, ChatGPT, other LLMs, and specialized support AI tooling.
• Experience supporting employees across distributed offices and/or remote locations, domestically and/or internationally.
• Exposure to Sales/Customer Success methodologies or frameworks that enhance retention and expansion.

FloQast is the leading AI-powered Accounting Transformation Platform, uniquely built by former accountants for accountants. We automate complex, recurring accounting workflows—transforming preparers into strategic reviewers and relieving accountants from tedious manual work. Our cloud-based solution is trusted by over 3,500 world-class accounting teams, including Lululemon, Doordash, and the MLB, to drive collaboration and financial accuracy. Driven by a mission to continuously elevate the profession, FloQast is redefining both the practice and the perception of accounting on a global scale.

Our values act as a guiding compass, shaping every decision we make, and are non-negotiable, particularly in our hiring process. Alongside our employees, partners, and customers, we embody these values every day:

Unwaveringly Authentic

Ambitious with Integrity

Empowered to Grow

Committed to Collaboration

Customer Obsessed in All Ways

By applying for this position, you acknowledge and consent to FloQast’s collection, use, processing, and storage of your personal information and application materials in accordance with our privacy policy and applicable law, including, but not limited to, your resume, cover letter, contact information, employment history, references, and any other details or information provided during the application and interview process. Your information may be shared with hiring managers, HR personnel, and other employees involved in the hiring process, as well as authorized third-party service providers who assist with our hiring process. You have the right to access, correct or request the deletion of your personal information at any time. To exercise these rights, or for other questions related to our data practices, please contact us at [e-mail]. Your consent is voluntary, but please note that providing this consent is necessary for us to process your application and consider you for employment opportunities. For more details, please see our privacy policy at https://www.floqast.com/legal/privacy-policy.

FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.