SaaS Technical Support Lead | Scale & Mentor

MS Shift, Inc.; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

MS Shift, Inc. seeks a Technical Team Lead to guide a growing support team in a fast-paced SaaS environment. This role blends hands-on technical support with people leadership to ensure top-notch customer experiences while scaling operations.

You will mentor engineers, own escalations, and partner with Engineering, Product, and Customer Success to improve processes and reduce resolution times. The ideal candidate has 8+ years in support, 5+ in leadership, and strong communication under pressure.

Qualifications

• 8+ years in Technical Support or Support Engineering.
• 5+ years in a Team Lead, Senior, or Escalation role.
• Strong troubleshooting across applications, APIs, databases, and logs.
• Experience with SaaS or enterprise software.

Responsibilities

• Lead and mentor a team of Technical Support Engineers (L1–L3)
• Own escalations and resolve complex technical issues
• Monitor SLAs, ticket queues, and support KPIs (FRT, MTTR, CSAT)
• Improve support processes, workflows, and documentation
• Collaborate with Engineering on bugs, fixes, and releases
• Ensure consistent, high-quality customer communication
• Support onboarding and training of new team members
• Identify recurring issues and drive root-cause solutions

Skills

Technical leadership

Troubleshooting

Communication

Ownership mindset

SaaS experience

Tools

Zendesk

Jira

Freshdesk

Job description

MS Shift, Inc. seeks a Technical Team Lead to guide a growing support team in a fast-paced SaaS environment. This role blends hands-on technical support with people leadership to ensure top-notch customer experiences while scaling operations.

You will mentor engineers, own escalations, and partner with Engineering, Product, and Customer Success to improve processes and reduce resolution times. The ideal candidate has 8+ years in support, 5+ in leadership, and strong communication under pressure.