Technical Support Team Lead: Incident Commander & Mentor

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

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.