Senior SaaS Support Lead | 24/7 Ops, SQL & AI Tools

Zohorecruit; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

World Tech Recruiting is seeking a Technical Support Team Lead (SaaS | SQL) to manage a six-person team and own 24/7 operations. You will be the escalation point between support and engineering, partnering with the Tech org to build tooling and improve incident response.

Lead KPIs, coach staff, and drive performance while working in a Microsoft stack (Azure, SQL Server, C#, Angular). Strong English communication is essential.

Qualifications

• 10+ years in technical support in SaaS/ software.
• 5+ years leading or managing a support team.
• Hands-on SQL Server experience with T-SQL.
• Strong knowledge of C# to read backend code.
• Fluent written/spoken English and KPI mindset.

Responsibilities

• Lead a team of six technical support specialists and manage schedules.
• Serve as the first escalation point before engineering for incidents.
• Coordinate major incidents and produce post-incident reports.
• Partner with engineering to build tooling for issue resolution.
• Own KPIs, CSAT, QA, and knowledge-base initiatives.

Skills

Leadership

SaaS support

SQL proficiency

C# knowledge

English proficiency

Tools

Jira

Jira Service Management

Confluence

SSMS

SQL Profiler

RDP

Power BI

Job description

World Tech Recruiting is seeking a Technical Support Team Lead (SaaS | SQL) to manage a six-person team and own 24/7 operations. You will be the escalation point between support and engineering, partnering with the Tech org to build tooling and improve incident response.

Lead KPIs, coach staff, and drive performance while working in a Microsoft stack (Azure, SQL Server, C#, Angular). Strong English communication is essential.