Remote Technical Support Team Lead — 24/7 SaaS Reliability

Jobgether SRL; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Fully remote position

Six-person team leadership

Ownership of 24/7 SaaS support

Senior escalation authority before Eng

Tooling and automation collaboration

AI-assisted tools exposure (Claude/Cod

Job summary

Jobgether SRL is seeking a senior support leader to directly manage a six-person technical support team in a Fully remote SaaS environment. You will coach for skill growth, reduce escalations, and own major incident response across multiple time zones.

You will partner with engineering on tooling, automation, and root-cause analysis while driving KPIs like FRT, TTR, backlog aging, and CSAT to improve platform reliability and customer experience.

Qualifications

• 10+ years of technical support experience in a SaaS or software environment.
• 5+ years of experience leading or managing technical support teams.
• Strong hands-on knowledge of the Atlassian ecosystem, particularly Jira, Jira Service Management, and Confluence.
• Advanced practical experience with Microsoft SQL Server and confident SQL troubleshooting skills.
• Working knowledge of C#, with the ability to read backend code and reason about potential root causes.
• Proven experience coaching support specialists, managing performance, and conducting QA and case-quality reviews.
• Strong understanding of support KPIs and SLAs, including First Response Time, Time to Resolution, backlog aging, reopen rate, repeat-escalation rate, and CSAT.
• Familiarity with AI-assisted tools and collaboration with engineering to improve tooling and processes.

Responsibilities

• Directly manage and develop a six-person technical support team.
• Lead a 24/7 support function across multiple time zones and attend mandatory daily meetings.
• Coach team members, identify skill gaps, and reduce escalations.
• Review the support ticket queue daily, guide prioritization, and own escalation decisions.
• Serve as the primary technical escalation point before engineering and determine ticket severity.
• Lead major P1 and system-down incidents, coordinating response and producing root-cause reports.
• Resolve escalated issues permanently through tooling, code fixes, or documented procedures.
• Identify recurring issues and partner with engineering to address root causes.
• Develop deep knowledge of the SaaS platform and customer environment for first-line resolution.
• Partner with the Engineering Manager to prioritize new tooling and automation initiatives.
• Own support KPIs including open tickets, ticket age, backlog aging, FRT, Time to Resolution, reopen rate, repeat-escalation, CSAT.
• Conduct QA and case reviews to assess resolution quality.
• Monitor stalled tickets and ensure follow-up ownership.
• Champion AI-assisted support to improve troubleshooting and productivity.
• Own support procedures and documentation in Confluence.

Skills

Team leadership

Technical support

SQL troubleshooting

Jira/JSM/Confluence

Azure / SQL Server

C# reading

AI-assisted support

English communication

Incident management

Tools

Jira

Jira Service Management

Confluence

GitHub

Microsoft SQL Server

C#

Azure

Angular

Job description

Jobgether SRL is seeking a senior support leader to directly manage a six-person technical support team in a Fully remote SaaS environment. You will coach for skill growth, reduce escalations, and own major incident response across multiple time zones.

You will partner with engineering on tooling, automation, and root-cause analysis while driving KPIs like FRT, TTR, backlog aging, and CSAT to improve platform reliability and customer experience.