Software Support Team Lead (Fully Remote)

The Adaptavist Group; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

The Adaptavist Group is seeking a results-driven leader to guide a team of Software Support Engineers, helping them grow and deliver outstanding support.

You will balance day-to-day delivery with continuous improvement, working closely with the Head of Product Support and Support Operations Manager to elevate service quality across Atlassian-related tooling and related platforms.

Qualifications

• Proven experience leading or managing a support team.
• Hands-on experience with support platforms like JSM or Zendesk.
• Strong communication skills and cross-functional collaboration.

Responsibilities

• Lead and inspire a team of Software Support Engineers; balance delivery with growth.
• Manage workloads, onboarding for new hires, and escalation handling.
• Identify operational improvements across processes, tooling, and training; contribute to knowledge sharing.

Skills

Leadership

JSM

Zendesk

Jira

Confluence

Tools

Jira

Confluence

Zendesk

JSM

Job description

• You will lead and inspire a team of Software Support Engineers, helping them grow and deliver outstanding support.
• You will balance day-to-day delivery with continuous improvement, working alongside the Head of Product Support and Support Operations Manager.

What You'll Be Doing:

• Manage workloads, team coverage, and onboarding for new hires while serving as an escalation point for critical issues.
• Monitor support queues and key metrics, identifying operational improvements across processes, tooling, and training.
• Contribute to documentation, knowledge sharing, and team training to elevate support quality.

What We're Looking For:

• Hands‑on experience with support platforms like JSM or Zendesk, and Atlassian products such as Jira and Confluence.
• Strong communication skills and proven experience leading or managing a support team.

The Adaptavist Group

The Adaptavist Group is a global family of companies with a common goal of helping businesses be better through teamwork, technology, and processes. They deliver enterprise software and services across ecosystems like Atlassian, AWS, Slack, GitLab, monday.com, and Aha!, with a remote‑first culture and a focus on diversity.