Software Support Team Lead

ADAPTAVIST SDN. BHD.; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Adaptavist Group is seeking a Software Support Team Lead to guide and mentor a team of Software Support Engineers, ensuring high-quality customer outcomes and compliant compliance with SLAs and KPIs.

You will partner with Product Support and Support Operations to drive improvements, lead incident management, and develop talent while fostering a collaborative team culture. This full-time role is based in Kuala Lumpur, Malaysia.

Responsibilities

• Lead, mentor and develop a team of highly skilled Support Engineers
• Set clear expectations and provide regular feedback through 1-2-1s and performance reviews
• Support the professional development of team members
• Manage team workload, priorities and planned leave to meet SLA and KPI targets
• Support hiring activities and onboarding resources
• Create training materials for handling new and complex issues
• Resolve team challenges and conflicts constructively
• Own customer outcomes and ensure tickets are resolved to a high standard
• Act as escalation point for tickets involving commercial risk
• Lead incident management, support critical incidents and post-mortem reviews
• Identify opportunities to improve customer, business and team experience
• Build business cases and influence stakeholders for positive change
• Foster relationships with Customer Success, Product and Development teams
• Share data-driven insights from customers across the business
• Translate business strategy into actionable updates for the team
• Chair stand-ups, run workshops and lead team meetings
• Foster a collaborative, respectful and inclusive team culture
• Monitor KPIs, SLAs and OKRs; manage queues and ensure adherence to standards
• Analyze trends and recommend improvements to performance and customer experience
• Highlight quality concerns and operational challenges with clear recommendations
• Collaborate with the Support Operations Manager to improve tooling and automation
• Provide feedback on process changes and contribute to knowledge base and training materials

Job description

We’re looking for a Software Support Team Lead to guide, mentor and support our team of Software Support Engineers in delivering best-in-class support to our customers.

In this role, you’ll be responsible for building a high-performing team, ensuring smooth day-to-day support operations, and helping our engineers do their best work. You’ll work closely with the Head of Product Support and Support Operations Manager to drive operational improvements, monitor performance against SLAs and KPIs, and provide valuable insights into team successes and challenges.

You’ll also act as a key escalation point for support engineers, leading responses to incidents and service outages, and collaborating cross-functionally to reduce commercial risk and improve the overall customer support experience.

This is a great opportunity for someone who combines people leadership, technical understanding, and a data-driven mindset to improve processes, develop talent, and shape an excellent support function.

What you'll be doing

People leadership

• Lead, mentor and develop a team of highly skilled Support Engineers
• Set clear expectations and provide regular feedback through 1-2-1s and performance reviews
• Support the professional development of your team members
• Manage team workload, priorities and planned leave to help ensure SLA and KPI targets are met
• Support hiring activities and help maintain effective onboarding resources
• Create training materials that help the team confidently handle new and complex issues
• Help resolve team challenges and conflicts in a constructive way

Support leadership

• Take ownership of customer outcomes and ensure support tickets are resolved to a high standard
• Act as an escalation point for tickets or situations involving commercial risk
• Lead incident management processes, support the team during critical incidents, and run post-mortem reviews
• Identify opportunities to improve the experience for customers, the business and the support team
• Build strong business cases for ideas and influence stakeholders to drive positive change
• Build strong relationships with Customer Success, Product and Development teams
• Share data-driven voice-of-the-customer insights across the business
• Translate business and product strategy into actionable updates for the team
• Chair stand-ups, facilitate workshops and lead team meetings
• Foster a collaborative, respectful and inclusive team culture

Support operations

• Work with support metrics such as CSAT, FRT, RoR, SLA performance and ticket volumes
• Collaborate with leadership and cross-functional teams to meet KPIs, SLAs and OKRs
• Monitor support queues and ensure work is delivered in line with best practices and standards
• Analyse trends and identify opportunities to improve team performance and customer experience
• Highlight quality concerns and operational challenges, providing clear recommendations to management
• Work with the Support Operations Manager to improve tooling and automations
• Assess the impact of process changes and share feedback with relevant stakeholders
• Contribute to knowledge base content, internal documentation and training materials

Unlock job insights

Hirer responsiveness Salary match Number of applicants

The Adaptavist Group is a global family of companies with one common goal: to make business work better. We combine the best talent, technology, and processes to make it easier for our customers to excel – today and tomorrow.

We are experts at delivering innovative software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, monday.com, Aha!, GitLab, and many more.

The Adaptavist Group exists to support clients’ day-to-day workflows, business transformation, and high-growth strategies. We offer a comprehensive but always evolving range of services across five key practices: Agile, DevOps, Work Management, ITSM, and Cloud. Our depth of knowledge across these practices unites us in our mission to help businesses embrace continuous transformation and make it their competitive advantage.

The Adaptavist Group is a global family of companies with one common goal: to make business work better. We combine the best talent, technology, and processes to make it easier for our customers to excel – today and tomorrow.

We are experts at delivering innovative software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, monday.com, Aha!, GitLab, and many more.

The Adaptavist Group exists to support clients’ day-to-day workflows, business transformation, and high-growth strategies. We offer a comprehensive but always evolving range of services across five key practices: Agile, DevOps, Work Management, ITSM, and Cloud. Our depth of knowledge across these practices unites us in our mission to help businesses embrace continuous transformation and make it their competitive advantage.