Senior Tech Support Lead – SaaS, SQL & 24/7 Ops

World Tech Recruiting; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

World Tech Recruiting is seeking a Technical Support Team Lead (SaaS) to manage a six-person 24/7 team and act as the main escalation point before engineering. You will partner with engineering to build tooling, own KPIs, and drive incident management across a Microsoft stack including Azure, SQL Server, C#, and Angular.

The role requires deep SQL Server experience, strong English communication, and a hands-on leadership style to coach and scale the team through complex issues.

Formación

• 10+ years of technical support experience in SaaS or software.

Responsabilidades

• Directly manage a team of six technical support specialists.
• Be the primary escalation point before engineering.
• Coordinate with engineering to build tooling for self-service resolutions.
• Own KPIs, coverage, and day-to-day performance.
• Lead major incidents (P1) and produce root-cause reports.
• Develop deep platform knowledge to resolve issues before escalation.
• Maintain and improve the support knowledge base.

Conocimientos

Team Leadership

SQL Server

Jira/JSM/Confluence

English Proficiency

QA & Reviews

KPI Management

AI-assisted Support

Root Cause Analysis

Incident Management

Cross-team Collaboration

Herramientas

Jira

Jira Service Management

Confluence

SSMS

SQL Profiler

RDP

Power BI

Descripción del empleo

World Tech Recruiting is seeking a Technical Support Team Lead (SaaS) to manage a six-person 24/7 team and act as the main escalation point before engineering. You will partner with engineering to build tooling, own KPIs, and drive incident management across a Microsoft stack including Azure, SQL Server, C#, and Angular.

The role requires deep SQL Server experience, strong English communication, and a hands-on leadership style to coach and scale the team through complex issues.