SaaS Support Tech Lead - AI-Driven Escalations & Coaching

Jobgether SRL; United States; Remote; USD 165,000 - 199,000; Full time

Benefits offered by this job

Base salary equity awards

401(k) retirement benefits

Comprehensive healthcare (incl. dental

Vision coverage

Flexible PTO & holidays

12 weeks new parent/family leave

Professional development resources

Remote work within U.S. East/Central

Job summary

Jobgether SRL is seeking a hands‑on technical leader to guide a five‑person support team and own resolution of complex customer issues. You will merge deep troubleshooting with day‑to‑day team leadership, coaching, prioritization, and operations, driving improvements across SaaS, identity, APIs, integrations, and security environments.

You will help introduce automation and agentic AI capabilities, collaborate with Product and Engineering on escalations, and strengthen the team’s expertise while

Qualifications

• Significant hands‑on experience supporting complex B2B SaaS, cybersecurity, identity, or similarly technical products.
• Strong troubleshooting capabilities across APIs and integrations, with ability to interpret logs and product behavior.
• Experience leading a small technical team, with coaching and operational responsibilities.
• Sound judgment in managing customer escalations, balancing urgency and clear communication.
• Proven ability to develop engineers and improve team processes while staying connected to technical work.
• Experience using support metrics to identify issues and improve service quality.
• Interest in automation and AI‑driven support workflows with practical applications.

Responsibilities

• Lead, coach, and develop a team of five support engineers, including performance management and hiring.
• Own daily support operations: case prioritization, workload, escalation paths, and customer communications.
• Act as technical lead for complex escalations, coordinating with Product and Engineering.
• Build deep platform expertise across SaaS, identity, APIs, and security environments.
• Strengthen the team’s capabilities through case reviews, guidance, and knowledge sharing.
• Represent Support during critical customer situations with updates and ownership through resolution.
• Identify recurring issues and drive product improvements with Product and Engineering.
• Partner with teams building agentic AI to improve workflows and train engineers.
• Monitor support quality and operational performance including SLA and CSAT.
• Use data and feedback to improve efficiency and service quality.
• Balance hands‑on technical work with people leadership and customer focus.

Skills

Technical leadership

Troubleshooting

B2B SaaS

APIs & Integrations

Security expertise

Coaching & mentoring

Performance management

Customer escalation handling

Automation & AI awareness

Team collaboration

Tools

OAuth

SAML

Enterprise integrations

Job description

Jobgether SRL is seeking a hands‑on technical leader to guide a five‑person support team and own resolution of complex customer issues. You will merge deep troubleshooting with day‑to‑day team leadership, coaching, prioritization, and operations, driving improvements across SaaS, identity, APIs, integrations, and security environments.

You will help introduce automation and agentic AI capabilities, collaborate with Product and Engineering on escalations, and strengthen the team’s expertise while