Lead Technical Support Engineer

1touch.io; United States; Remote; USD 100,000 - 130,000; Full time

Job summary

A leading data intelligence firm is seeking a Lead Technical Support Engineer to guide their support operations. This role involves overseeing the support team, managing ticket triage, and mentoring junior engineers. The successful candidate will troubleshoot complex technical challenges across Kubernetes, Linux, and Cloud environments. Excellent communication and problem-solving skills are essential. This position is fully remote and geared towards enhancing customer satisfaction in a fast-paced environment.

Qualifications

• 5+ years of experience in Technical Support or DevOps.
• Proven experience in a Lead, Senior, or Mentor role.
• Advanced hands-on administration and troubleshooting in Kubernetes.

Responsibilities

• Oversee the daily support queue and manage tasks based on expertise.
• Ensure team meets SLA response and resolution times.
• Provide technical guidance and code reviews to junior engineers.

Skills

Kubernetes

Linux

Scripting in Bash and Python

MongoDB

PostgreSQL

Communication skills

De-escalation

Job description

*Remote position based in the Eastern Timezone.

1touch.io is the market leader in AI-ready data and sensitive data intelligence. We help global enterprises automatically identify, map, and protect sensitive data across structured and unstructured systems. By combining AI, automation, and deep data visibility, we solve the most complex challenges in privacy, security, and governance.

We serve marquee customers, including American Express, Cigna, Northwest Mutual, and the Spanish Tax Authority. Our strategic reach extends through powerful OEM partnerships with industry giants like IBM and comforte. Following strong growth in 2024 and 2025, we are entering a phase of hyper-acceleration.

We are looking for a Lead Technical Support Engineer to guide our support operations. In this "player‑coach" role, you will be responsible for the daily leading of the support team—managing ticket triage, overseeing SLAs, and mentoring engineers—while remaining hands‑on with our most complex technical challenges.

You will act as the technical anchor for the team, troubleshooting intricate issues across Kubernetes, Linux, and Cloud environments, and serving as the primary point of escalation for critical customer incidents.

Key Responsibilities

Daily Team Leadership & Operations:

• Workflow Management: Oversee the daily support queue, prioritizing tickets, assigning tasks based on technical expertise, and ensuring workload balance across the team.
• SLA Monitoring: Ensure the team meets response and resolution times (SLAs) and manage handovers between shifts/regions.
• Mentorship: Provide technical guidance and code reviews (scripts/configs) to junior support engineers.
• Escalation Point: Act as the first point of internal escalation for stalled tickets or frustrated customers before they reach Engineering.
• Process Improvement: Identify gaps in support workflows and refine "follow-the-sun" procedures, ensuring the knowledge base and runbooks are up to date.

Advanced Technical Troubleshooting:

• Deep Dive Analysis: Perform root‑cause analysis on logs, traces, and dumps for the platform deployed in complex VPC, private cloud, and physical data center environments.
• Infrastructure Support: Troubleshoot connectivity issues across firewalls, hybrid cloud setups, and Kubernetes clusters.
• Engineering Liaison: Collaborate closely with Engineering and DevOps to reproduce bugs, test hotfixes, and advocate for product reliability improvements.

Requirements

• 5+ years of experience in Technical Support or DevOps.
• Proven experience (1+ years) in a Lead, Senior, or Mentor role with experience managing queues or guiding other engineers.
• Technical Expertise:
• Kubernetes: Advanced hands‑on administration and troubleshooting (required).
• Linux: Administrator‑level knowledge (system internals, networking, storage).
• Scripting: Proficiency in Bash and Python for automation and log analysis.
• Databases: Experience querying and troubleshooting MongoDB and PostgreSQL.
• Soft Skills:
• Strong capability to maintain focus on high‑visibility issues while communicating clearly to stakeholders and management.
• Ability to de‑escalate critical situations with customers.
• Fluent in English (Spanish or Portuguese is a plus).

Preferred Qualifications

• Background in DevOps or Site Reliability Engineering (SRE).
• Experience troubleshooting AWS, GCP, and IBM Cloud environments.
• Familiarity with SSO (Single Sign‑On) implementations and API debugging.