SaaS Technical Support Team Lead – SQL, AI Tools

Lever, Inc.; Turkey; On-site; TRY 650,000 - 900,000; Full time

Benefits offered by this job

Fully remote position

Job summary

Jobgether in Turkey seeks a Technical Support Team Lead (SaaS | SQL) to oversee a six-person night-and-day support team for a critical SaaS platform.

You will own KPIs, drive incident management, and partner with engineering to eliminate root causes while applying AI-assisted tooling to speed resolutions. Strong SQL, C#, and Angular skills are essential, with English fluency and cross-time-zone leadership.

Qualifications

• 10+ years of technical support experience in SaaS/software.
• 5+ years of leadership or people management experience.
• Hands-on Jira/JSM and Confluence experience.
• Strong SQL Server and SQL troubleshooting skills.
• Proficient in C# and Angular; able to read backend code.
• Fluent English; good written and spoken.
• Experience with KPIs and SLAs including FRT, TTR, backlog aging, CSAT.
• Comfortable working across time zones and with AI tools.

Responsibilities

• Directly manage and develop a six-person technical support team.
• Lead 24/7 support across multiple time zones and participate in daily meetings.
• Coach team members and reduce escalations.
• Review ticket queue, guide prioritization, and own escalation decisions.
• Serve as the primary escalation point before engineering.
• Lead major P1 and system-down incidents with RCA reports.
• Identify recurring issues and partner with engineering.
• Develop deep knowledge of the SaaS platform to maximize first-line resolution.
• Champion AI-assisted support tooling and documentation.
• Maintain knowledge base in Confluence; strengthen team knowledge.
• Occasional after-hours escalation management when major incidents occur.

Skills

Leadership

Coaching

SQL troubleshooting

SQL Server

C#

Angular

English communication

Incident management

KPI/SLAs

Team management

Tools

Jira

Jira Service Management

Confluence

GitHub

Azure

Job description

Jobgether in Turkey seeks a Technical Support Team Lead (SaaS | SQL) to oversee a six-person night-and-day support team for a critical SaaS platform.

You will own KPIs, drive incident management, and partner with engineering to eliminate root causes while applying AI-assisted tooling to speed resolutions. Strong SQL, C#, and Angular skills are essential, with English fluency and cross-time-zone leadership.