Technical Support Team Lead (Saas | Sql)

Jobgether; México; Remote; MXN 1,200,000 - 1,800,000; Full time

Job summary

Jobgether busca un Technical Support Team Lead para liderar un equipo de seis especialistas en un entorno SaaS con foco en SQL y soporte técnico de alta disponibilidad. El rol combina liderazgo con habilidades técnicas para resolver incidencias complejas y optimizar procesos.

Trabajarás en estrecha colaboración con ingeniería, gestionando prioridades, métricas de rendimiento y mejoras continuas en herramientas y documentación, con modalidad 100% remota.

Qualifications

• 10+ años de experiencia en soporte técnico SaaS.
• 5+ años liderando equipos de soporte.
• Dominio de SQL Server y depuración SQL.
• Experiencia con Atlassian (Jira/Jira Service Management/Confluence).

Responsibilities

• Dirigir y desarrollar un equipo de seis especialistas de soporte técnico.
• Gestionar un soporte 24/7 entre varias zonas horarias y reuniones diarias.
• Guiar priorización de tickets y decisiones de escalación.
• Ser punto de escalación técnica antes de ingeniería y definir severidad de tickets.
• Liderar incidentes P1 y de sistema, coordinando respuestas y reportes de causa raíz.
• Fortalecer herramientas y automatización para resolver problemas más rápido.
• Colaborar con Ingeniería para mejorar procesos y conocimiento del producto.
• Mantener y enriquecer la base de conocimientos en Confluence.

Skills

Team leadership

SaaS support

Analytical troubleshooting

English proficiency

Tools

Jira

Jira Service Management

Confluence

GitHub

Angular

Job description

Technical Support Team Lead (SaaS | SQL)

Empresa : Jobgether Tipo de empleo : Tiempo completo Remote / Work from Home

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Team Lead (SaaS | SQL) based in Mexico.

Descripción del trabajo - Technical Support Team Lead (SaaS | SQL)

As a Technical Support Team Lead, you’ll lead a team of six technical support specialists responsible for a business-critical SaaS platform operating around the clock. You’ll combine people leadership with deep technical troubleshooting, serving as the primary escalation point before engineering. The role gives you ownership of team performance, support quality, coverage, and operational KPIs. You’ll work closely with engineering to eliminate recurring issues and build tools that allow support specialists to resolve more problems independently. Working across Azure, SQL Server, C#, Angular, and modern AI support tools, you’ll become a key technical authority for the platform and customer base. Reporting directly to senior leadership, you’ll have significant influence over how the support function evolves and performs.

Accountabilities:

• Directly manage and develop a team of six technical support specialists with varying levels of product knowledge and experience.
• Lead a support function operating across multiple time zones, including participation in mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time.
• Coach team members, identify skill gaps, and develop capabilities that reduce unnecessary engineering escalations.
• Review the support ticket queue daily, guide prioritization, and own escalation decisions.
• Serve as the primary technical escalation point before engineering and determine appropriate ticket severity and priority.
• Lead major P1 and system-down incidents, coordinating response efforts, communicating with affected customers, and producing root-cause reports after resolution.
• Resolve escalated issues permanently through controlled support tooling, code fixes, or documented procedures whenever possible.
• Identify recurring support issues and partner with engineering to address their underlying root causes.
• Develop deep knowledge of the SaaS platform and customer environment to maximize first-line resolution.
• Partner with the Engineering Manager to prioritize and justify new support tooling and automation initiatives.
• Own support KPIs including open tickets, ticket age, backlog aging, First Response Time, Time to Resolution, reopen rate, repeat-escalation rate, and CSAT.
• Conduct quality assurance and case reviews, evaluating both resolution effectiveness and the quality of ticket documentation.
• Monitor stalled tickets and ensure specialists maintain appropriate follow-up and ownership.
• Champion AI-assisted support using tools such as Claude and Codex to improve troubleshooting, productivity, and team enablement.
• Own support procedures and documentation in Confluence and use quieter periods to strengthen the team's knowledge base.
• Contribute to occasional after-hours escalation management when genuine major incidents occur.

Requirements:

• 10+ years of technical support experience in a SaaS or software environment.
• 5+ years of experience leading or managing technical support teams.
• Strong hands-on knowledge of the Atlassian ecosystem, particularly Jira, Jira Service Management, and Confluence.
• Advanced practical experience with Microsoft SQL Server and confident SQL troubleshooting skills.
• Working knowledge of C#, with the ability to read backend code and reason about potential root causes.
• Proven experience coaching support specialists, managing performance, and conducting QA and case-quality reviews.
• Strong understanding of support KPIs and SLAs, including First Response Time, Time to Resolution, backlog aging, reopen rate, repeat-escalation rate, and CSAT.
• Sound judgment when assessing ticket severity, managing incidents, and determining when engineering escalation is necessary.
• Strong analytical and troubleshooting skills, with the ability to quickly develop deep knowledge of a complex SaaS platform and its customer base.
• Comfortable using AI tools to accelerate troubleshooting, documentation, and support enablement.
• Strong written and spoken English.
• Self-directed leadership style with the ability to establish clear priorities, expectations, and direction for the team.
• Ability to work effectively across time zones and collaborate closely with engineering and senior leadership.
• Familiarity with GitHub or other source-control systems is a plus.
• Exposure to Angular is advantageous.
• French and/or Spanish language skills are a plus.
• Familiarity with SSO technologies such as SAML or OAuth is beneficial.

Benefits:

• Fully remote position.
• Leadership responsibility for a six-person technical support team.
• Significant ownership of a 24/7 SaaS support function and its operational performance.
• Opportunity to serve as the team's senior technical authority and primary escalation point before engineering.
• Direct collaboration with engineering to improve tooling, automation, and support processes.
• Exposure to a Microsoft technology stack including Azure, SQL Server, C#, and Angular.
• Opportunity to work with modern AI-assisted support tools such as Claude and Codex.
• Direct visibility and collaboration with senior company leadership.
• Opportunity to shape support processes, knowledge management, quality standards, and team development.
• High-impact role focused on improving platform reliability, customer experience, and support efficiency.