Remote SaaS Technical Support Lead (SQL/Azure)

Jobgether SRL; Polska; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Fully remote

Job summary

Jobgether SRL is seeking a Technical Support Team Lead (SaaS | SQL) based in Poland. You will lead a six-person team delivering 24/7 support for a critical SaaS platform while blending hands-on troubleshooting with strong people leadership.

You will own performance metrics and work closely with engineering to reduce escalations. You will coordinate across time zones, leverage Azure, SQL Server, C#, Angular, and AI-assisted tools, and help shape the support function.

Qualifications

• 10+ years of technical support experience in SaaS or software.
• 5+ years leading technical support teams.
• Strong hands-on knowledge of Jira, Jira Service Management and Confluence.
• Advanced practical experience with Microsoft SQL Server and SQL troubleshooting.
• Working knowledge of C#, reading backend code and root-cause analysis.
• Proven coaching, performance management and QA review experience.
• Strong understanding of support KPIs and SLAs (First Response Time, Time to Resolution, CSAT).
• English language proficiency (written and spoken).
• Willingness to operate across time zones and collaborate with engineering.

Responsibilities

• Directly manage and develop a six-person technical support team.
• Lead a 24/7 support function across multiple time zones and attend daily meetings.
• Coach team members, identify skill gaps, and reduce engineering escalations.
• Review ticket queues, guide prioritization, and own escalation decisions.
• Serve as the primary escalation point before engineering and determine ticket severity.
• Lead major P1/system-down incidents and produce root-cause reports.
• Identify recurring issues and partner with engineering to address root causes.
• Develop deep knowledge of the SaaS platform and customer environment.
• Collaborate with Engineering Manager to justify new tooling and automation.
• Own support KPIs and conduct QA and case reviews; improve knowledge base.
• Champion AI-assisted support to improve troubleshooting and productivity.

Skills

Technical leadership

SaaS support

SQL troubleshooting

C# knowledge

QA and case reviews

KPIs & SLAs

AI-assisted support tools

English proficiency

Cross-team collaboration

Tools

Jira

Jira Service Management

Confluence

Microsoft SQL Server

GitHub

Angular

Job description

Jobgether SRL is seeking a Technical Support Team Lead (SaaS | SQL) based in Poland. You will lead a six-person team delivering 24/7 support for a critical SaaS platform while blending hands-on troubleshooting with strong people leadership.

You will own performance metrics and work closely with engineering to reduce escalations. You will coordinate across time zones, leverage Azure, SQL Server, C#, Angular, and AI-assisted tools, and help shape the support function.