Technical Support Team Lead - Incident & Tech Coach

Shore 360

Angeles

On-site

PHP 900,000 - 1,350,000

Full time

14 days+

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Benefits offered by this job

HMO Coverage

Attendance Bonus – up to ₱5,000 perpay

Social clubs & monthly events

Referral incentives

Statutory Benefits

Job summary

Shore360 is seeking a Technical Support Team Lead in the Philippines to guide a Level 2 team in delivering high-quality SaaS support. You will lead investigations, manage P1/P2 incidents, and coordinate with Engineering, Product, DevOps, and Customer Success.

You will mentor engineers, drive continuous improvement, and ensure customer-first service while meeting SLAs and business goals across global teams.

Qualifications

Bachelor's degree in information technology, computer science, engineering, or related field.
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.
Excellent written and verbal English communication skills.
Proven Major Incident Management experience.
Experience managing customer escalations and executive stakeholders.

Responsibilities

Lead, mentor, and develop a team of Level 2 Technical Support Engineers.
Coordinate major incident management and bridge calls with cross-functional teams.
Provide technical guidance and RCA coaching to engineers.
Maintain technical documentation and knowledge articles.
Manage ticket queues, scheduling, and capacity planning.
Prepare weekly/monthly operational reports and dashboards.
Deliver professional customer communications and stakeholder updates.