Technical Support Team Lead

Global-e Online Ltd.; Atlanta (GA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Global-e is seeking a Technical/Application Support Team Lead in Atlanta to manage a team of Application Support Engineers, ensuring rapid, professional resolution of production issues.

You will establish procedures, monitor KPI/SLA targets, and coordinate incident management per ITIL while collaborating across departments to deliver top-tier support for merchants in a fast-paced ecommerce environment.

Qualifications

• 3+ years in an Application Support Lead/Manager role.
• Proven people management and technical direction.
• Ability to motivate and deliver results in a fast-paced environment.
• Experience delivering services to agreed SLA/OLA.
• ITIL-based Problem and Incident Management experience.
• Strong interpersonal and communication skills.
• Experience in customer service environments; service-oriented mindset.
• Experience in ecommerce is a plus.

Responsibilities

• Manage the application support engineers, providing line management, mentoring and engagement.
• Establish work procedures and policies according to department standards.
• Set, monitor, and manage team targets to ensure KPI and SLA achievement.
• Ensure ticket queues are managed effectively across Zendesk and JIRA.
• Raise support-related concerns, issues, and improvement feedback to management.
• Promote self-service plans to reduce inbound ticket volume.
• Provide technical support to customers and serve as an escalation point both internally and externally.
• Handle escalations that require immediate attention from management.
• Work collaboratively with other departments.
• Present team performance reports and conduct team member performance evaluations.
• Maximize productivity and ensure the team is highly motivated.

Skills

People management

Technical direction

Team leadership

SLA/OLA management

ITIL incident management

Customer service

Communication

Ecommerce experience

Job description

Technical Support Team Lead

• Professional Services
• United States, Atlanta, GA

Global-e (Nasdaq: GLBE) is the world’s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. The chosen partner of hundreds of retailers and brands across the United States, Europe and Asia, Global-e makes selling internationally as simple as selling domestically. With Global-e, retailers and brands can increase international traffic conversion and grow sales by offering customers in over 200 destinations worldwide a seamless localized shopping experience. Our end-to-end e-commerce solutions combine best-in-class localization capabilities, big-data best-practice business intelligence models, streamlined international logistics and vast cross-border experience, enabling online retailers to sell to and from anywhere in the world and seamlessly expand their brand worldwide. Our people play the key role in our success, and we are always looking for more driven, talented and ambitious individuals to join our growing international family.

We are looking for a Technical/Application Support Team Lead to join our Technical Support Team in Atlanta. This team is responsible for providing support and service to Global-e’s merchants, as well as being an internal technical focal point.

You will be responsible for day-to-day management of our Application Support Engineers, ensuring that production issues are resolved quickly and professionally.

Responsibilities

• Manage the application support engineers, providing line management, mentoring and engagement.
• Establish work procedures and policies according to department standards.
• Set, monitor, and manage team targets to ensure KPI and SLA achievement.
• Ensure ticket queues are managed effectively across Zendesk and JIRA.
• Raise support-related concerns, issues, and improvement feedback to management.
• Promote self-service plans to reduce inbound ticket volume.
• Provide technical support to customers and serve as an escalation point both internally and externally.
• Handle any escalations that require immediate attention from management.
• Work collaboratively and cross-functionally with other departments.
• Present team performance reports and conduct team member performance evaluations.
• Maximize productivity and ensure the team is highly motivated.

Requirements

• 3+ years of experience in an Application Support Lead/Managerial role.
• Experience in people management and technical direction.
• Demonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis.
• Experience in providing services to agreed SLA’s/OLA’s.
• Experience in Problem and Incident Management according to ITIL standards.
• Ability to work in a fast-paced environment.
• Experience with managing root cause analysis and incident reports.
• Excellent interpersonal and communication skills.
• Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication.
• Prior development experience or previous experience in an eCommerce environment is a strong advantage.

This is a hybrid role and requires in-office presence 3x a week at our Atlanta, GA office.

Global-e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and welcome applications from people of all walks of life