Global SaaS Support Lead | Incident Response & Team Coach

EvikNova; Texas; On-site; USD 90,000 - 130,000; Full time

Job summary

E VikNova is seeking a Support Lead to establish and run a reliable, international SaaS support service. You will own coverage, ticket quality, prioritisation, and customer communication while leading a team of general and technical staff.

You will design incident processes, coordinate with engineering, and drive improvements in response times, backlog management and knowledge sharing across regions.

Qualifications

• Typically 4+ years in software support, including supervisory or leadership roles.
• Experience designing ticket workflows, quality reviews and shift handovers.
• Ability to interpret service metrics, coverage and coaching guidance.
• Familiarity with SaaS account structures, permissions and integrations.
• Strong writing and incident communication skills relevant to security or sensitive data.

Responsibilities

• Establish and run a reliable support service for international SaaS customers.
• Own support coverage, ticket quality, prioritisation and customer communication.
• Coach agents, supervise engineers, and manage escalation interfaces with engineering.
• Coordinate incidents, maintain knowledge, and drive follow-through on tickets.
• Submit weekly backlog, response, resolution and service quality reporting.

Skills

Team supervision

Ticket workflows

Service metrics

SaaS accounts

Written communication

Job description

E VikNova is seeking a Support Lead to establish and run a reliable, international SaaS support service. You will own coverage, ticket quality, prioritisation, and customer communication while leading a team of general and technical staff.

You will design incident processes, coordinate with engineering, and drive improvements in response times, backlog management and knowledge sharing across regions.