Technical Support Team Lead

Jobs360; Angeles; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

HMO Coverage

Attendance Bonus

Monthly Events

Referral Program

Statutory Benefits

Job summary

Shore360 is seeking a Technical Support Team Lead to guide Level 2 engineers in delivering high-quality SaaS support. You will mentor staff, run investigations, and coordinate cross-functional responses to complex incidents. Strong communication with executives and customers is essential.

Responsibilities include incident management, RCA/PIRs, performance coaching, and ensuring SLA attainment. A customer-first culture and continuous improvement are core to this role.

Qualifications

• Bachelor's degree in information technology, Computer Science, Engineering, or related discipline.
• Minimum 5 years of Technical/Application Support experience.
• Minimum 2 years leading, mentoring, or supervising a technical support team.
• Experience supporting enterprise SaaS or cloud-based applications.
• Experience managing customer escalations and executive stakeholders.
• Excellent written and verbal English communication skills.

Responsibilities

• Lead, mentor, and develop a team of Level 2 Technical Support Engineers.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
• Set individual goals and monitor progress against performance expectations.
• Manage employee engagement and facilitate Performance Improvement Plans (PIPs) where required.
• Identify and develop future leaders through succession planning.
• Provide technical guidance for complex application and production issues.
• Lead technical investigations and review proposed solutions.
• Coach engineers in troubleshooting and Root Cause Analysis (RCA).
• Maintain technical documentation and knowledge articles.
• Lead priority 1 (P1) and Priority 2 (P2) incidents.
• Coordinate Engineering, Product, DevOps, Infrastructure, Customer Success, and Support teams.
• Prepare and review executive and customer-facing communications.
• Lead Root Cause Analysis (RCA) and Post Incident Reviews (PIR).
• Track corrective and preventive actions through completion.
• Serve as the escalation point for complex customer issues.
• Build relationships with customers and internal stakeholders.
• Represent Customer Support in customer and cross-functional meetings.
• Monitor ticket queues, backlog health, and workload distribution.
• Manage team scheduling, shift rotations, and resource allocation.
• Plan team capacity around leave, holidays, and major releases.
• Review SLA compliance and operational risks.
• Ensure adherence to Incident, Problem, Change, and Knowledge Management processes.
• Prepare weekly and monthly operational reports.
• Analyze ticket trends and customer feedback.
• Drive service improvement initiatives and process optimization.
• Provide dashboards and recommendations to leadership.
• Champion exceptional customer service.
• Monitor CSAT and customer feedback.
• Ensure professional customer communications.

Skills

SaaS application support

Production support

Incident management

Problem management

Change management

Technical troubleshooting

SQL

API troubleshooting

Web technologies

Cloud - AWS

Jira

Confluence

Communication

Education

Bachelor's degree in information technology, Computer Science, Engineering, or related discipline

Tools

Jira

Confluence

AWS

Postman

Job description

About the job Technical Support Team Lead

About Shore360

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

About the Role

The Technical Support Team Lead is responsible for leading a team of Level 2 Technical Support Engineers in delivering high-quality technical support for ourproducts and services. This role combinespeople leadership with technical expertise, ensuring the team effectively resolves complex technical issues while maintaining high standards of customer service and operational excellence.

The successful candidate will lead technical investigations, coordinate Major Incident Management (P1/P2), mentor and develop engineers, and collaborate with cross-functional teams including Engineering, Product, DevOps, Customer Success, and Operations.

As a key member of the Customer Support leadership team, the Team Lead is expected to drive continuous improvement, foster collaboration, promote a customer-first culture, and ensure service levels and business objectives are consistently achieved.

Roles and Responsibilities

Product Knowledge

Lead, mentor, and develop a team of Level 2 Technical Support Engineers.

Conduct regular one-on-one meetings, coaching sessions, and performance reviews.

Set individual goals and monitor progress against performance expectations.

Manage employee engagement and facilitate Performance Improvement Plans (PIPs) where required.

Identify and develop future leaders through succession planning.

2. Technical Leadership

Provide technical guidance for complex application and production issues.

Lead technical investigations and review proposed solutions.

Coach engineers in troubleshooting and Root Cause Analysis (RCA).

Maintain technical documentation and knowledge articles.

3. Major Incident Management (Critical Responsibility)

Lead priority 1 (P1) and Priority 2 (P2) incidents.

Coordinate Engineering, Product, DevOps, Infrastructure, Customer Success, and Support teams.

Prepare and review executive and customer-facing communications.

Lead Root Cause Analysis (RCA) and Post Incident Reviews (PIR).

Track corrective and preventive actions through completion.

Serve as the escalation point for complex customer issues.

Build relationships with customers and internal stakeholders.

Represent Customer Support in customer and cross-functional meetings.

5. Operational Management

Monitor ticket queues, backlog health, and workload distribution.

Manage team scheduling, shift rotations, and resource allocation.

Plan team capacity around leave, holidays, and major releases.

Review SLA compliance and operational risks.

Ensure adherence to Incident, Problem, Change, and Knowledge Management processes.

Prepare weekly and monthly operational reports.

Analyze ticket trends and customer feedback.

Drive service improvement initiatives and process optimization.

Provide dashboards and recommendations to leadership.

7. Customer Experience & Service Excellence

Champion exceptional customer service.

Monitor CSAT and customer feedback.

Ensure professional customer communications.

Required Technical Skills

SaaS application support

Production support

Incident, Problem and Change Management

Technical Troubleshooting

Application troubleshooting

Performance investigation

SQL

Queries

Joins

Aggregate functions

API Troubleshooting

REST APIs

JSON

HTTP

Postman

Web Technologies

HTML

CSS

SSO

OAuth

OpenID Connect

SAML

Cloud

Amazon Web Services (AWS)

Service Management Tools

Jira

Confluence

Communication (Critical Requirement)

Communicate confidently with customers, executives, and technical stakeholders.

Lead customer-facing and internal incident bridge calls.

Deliver clear and timely updates during Major Incidents.

Produce professional customer communications, executive summaries, RCAs, PIRs, and technical documentation.

Manage stakeholder expectations with transparency and professionalism.

People leadership

Coaching and mentoring

Strategic thinking

Decision-making under pressure

Accountability

Minimum Qualifications

Bachelor's degree in information technology, Computer Science, Engineering, or related discipline.

Minimum 5 years of Technical/Application Support experience.

Minimum 2 years leading, mentoring, or supervising a technical support team.

Experience supporting enterprise SaaS or cloud-based applications

Experience managing customer escalations and executive stakeholders.

Excellent written and verbal English communication skills.

Preferred Qualifications

ITIL Foundation

Agile/Scrum

Work Schedule

Willing to work rotating shifts based on business requirements.

Willing to work mornings, mid shifts, evenings, overnight, weekends, and public holidays when required.

Participate in an on-call roster for critical incidents.

Provide leadership during P1/P2 incidents outside normal business hours when necessary.

What Success Looks Like

Success in this role means building and leading a high-performing support team that consistently delivers exceptional customer experiences, effectively manages major incidents, develops people, communicates with confidence, collaborates across global teams, and continuously improves operational performance, service quality, and business outcomes.

HMO Coverage

Attendance Bonus – Get a chance to earn up to ₱5,000 every pay run for consistent, perfect attendance through a raffle draw.

• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club

Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards

Silver Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.

Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays