Technical Support Team Lead — Hybrid in Atlanta

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

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.