Technical Support Team Lead (SaaS | SQL) (Fully Remote)

Unknown; United States; Remote; USD 130,000 - 170,000; Full time

Job summary

Unknown is seeking a senior leader to manage a six-person technical support team for a 24/7 SaaS platform. This remote-first role requires visibility with senior leadership and a focus on reliability and customer success.

You will drive incident response, own key KPIs, and champion AI-assisted tools to boost productivity across a global, clock-wide support operation.

Qualifications

• 10+ years of technical support experience.
• 5+ years of team leadership.
• Strong SQL Server skills and working knowledge of C#.
• Fully remote role with senior leadership visibility.

Responsibilities

• Lead a six-person technical support team for a 24/7 SaaS platform.
• Act as the primary escalation point before engineering and own support KPIs.
• Drive incident response and root-cause resolution with engineering.
• Champion AI-assisted support tools to improve productivity.

Skills

Technical support

Team leadership

SQL Server

C#

Remote leadership

Job description

• Lead a six-person technical support team for a 24/7 SaaS platform.
• Act as the primary escalation point before engineering and own support KPIs.

Key Accountabilities:

• Manage team performance, coaching, and case quality reviews.
• Drive incident response and root-cause resolution with engineering.
• Champion AI-assisted support tools to improve productivity.

Requirements:

• 10+ years of technical support experience and 5+ years of team leadership.
• Strong SQL Server skills and working knowledge of C#.
• Fully remote role with senior leadership visibility.
• High impact on platform reliability and support efficiency.

Unknown

They provide a business-critical SaaS platform that operates around the clock and serves a global customer base. The company values technical excellence, cross-functional collaboration, and a remote-first, AI-enabled support culture.