Tier Ii Technical Support Team Lead

Owner.Com; A distancia; MXN 638,000; Jornada completa

Descripción de la vacante

A leading software company is seeking a Tier II Technical Support Team Lead to enhance their customer support team. This role involves coaching and mentoring support specialists, improving quality control, and managing escalations. The ideal candidate has 3-6 years of technical support experience, strong troubleshooting skills, and is fluent in English, with Spanish being a plus. The position is remote, preferably for candidates in Mexico or Colombia, offering a competitive salary and benefits including unlimited PTO.

Servicios

Comprehensive health coverage

Unlimited PTO

Flexible work from anywhere

Formación

• 3-6 years of customer or technical support experience, ideally in SaaS.
• 1-3 years in a Team Lead or similar role.
• Fluent in English, bilingual in Spanish is a strong advantage.

Responsabilidades

• Coach Tier II specialists to handle complex issues.
• Improve quality through QA calibration and training.
• Monitor team metrics to drive operational efficiency.

Conocimientos

Technical troubleshooting skills

Coaching and mentoring

Pattern identification

Bilingual in English and Spanish

Customer support experience

Herramientas

Salesforce

Jira

Talkdesk

Descripción del empleo

Join to apply for the Tier II Technical Support Team Lead role at Owner.Com1 day ago Be among the first 25 applicantsWe're looking for a strategic, technically strong, and people-focused Tier II Support Team Lead to help scale and elevate our growing Tier II team.

If you love solving complex problems, developing others, improving systems, and driving operational excellence, this role is for you.The Tier II Support Team Lead will guide a small but high-impact team responsible for resolving advanced technical issues, supporting integrations, and shielding the Engineering org from unnecessary escalations.

You’ll play a key role in coaching the team, refining processes, owning performance metrics, and working cross-functionally with Support, Product, and Engineering to continuously raise our bar for quality.This role is remote, based in Mexico or Colombia with a strong preference for candidates located in or near Mexico City (CDMX) or Bogotá.

Impact You Will Have

• Elevate the technical strength of Support : You'll coach Tier II specialists to become confident, consistent, and high-performing troubleshooters capable of handling complex customer and system issues.
• Improve quality across the entire Support org : Through QA calibration, SOP governance, and training partnerships, you'll help reduce repeat escalations and improve customer experience end-to-end.
• Increase operational efficiency : By refining workflows, monitoring team metrics, and driving clearer processes, you'll help Tier II meet and exceed goals around SLA adherence, one-call resolution, and productivity.
• Scale Tier II sustainably : You'll help build the systems, documentation, and training required for Tier II to grow into a fully mature technical support function.

Who You’ll Work With

• Report directly to the Director of Support
• Work closely with Tier II Technical Support Agents — guiding their growth through coaching, 1 : 1s, feedback, and technical mentorship.
• Partner closely with Support Team Leads, Support Enablement, and our QA Analyst to drive quality and training initiatives.
• Work cross-functionally with Product Managers and Engineering Leads, especially across integrations, POS, and recurring technical issues.
• Collaborate with CSM, Launch, and other customer-facing teams to strengthen escalation paths, knowledge sharing, and troubleshooting practices.

What We're Looking For

• 3–6 years of customer support or technical support experience, ideally in SaaS.
• 1–3 years of experience coaching, mentoring, or leading a technical support function (Team Lead, SME, Supervisor, or similar).
• Strong technical troubleshooting skills—comfortable digging into complex workflows, APIs, integrations, sync logic, and platform behavior.
• Proven ability to elevate team performance through coaching, QA calibration, and feedback loops.
• Familiarity with Salesforce, RingDNA / Talkdesk, Jira / Linear, admin consoles, log analysis, or similar support tools.
• Comfortable managing escalations and communicating clearly with both technical and non-technical audiences.
• Skilled in identifying patterns, surfacing product gaps, and advocating for long‑term fixes.
• A calm, supportive leader who thrives in fast‑paced, high‑volume environments.
• English fluency is required.
• Spanish bilingual fluency is a strong plus.
• Restaurant, hospitality, or marketplace support experience is a plus.

Pay and Benefits

The estimated yearly compensation for this role is the local equivalent to $35,000 USD. Other benefits include comprehensive health coverage, work from anywhere, unlimited PTO - plus extra fun perks!

Notice – Employment Scams

Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.Com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or "spam" and do not respond.

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