Technical Team Lead

MS Shift, Inc.; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

MS Shift, Inc. seeks a Technical Team Lead to guide a growing support team in a fast-paced SaaS environment. This role blends hands-on technical support with people leadership to ensure top-notch customer experiences while scaling operations.

You will mentor engineers, own escalations, and partner with Engineering, Product, and Customer Success to improve processes and reduce resolution times. The ideal candidate has 8+ years in support, 5+ in leadership, and strong communication under pressure.

Qualifications

• 8+ years in Technical Support or Support Engineering.
• 5+ years in a Team Lead, Senior, or Escalation role.
• Strong troubleshooting across applications, APIs, databases, and logs.
• Experience with SaaS or enterprise software.

Responsibilities

• Lead and mentor a team of Technical Support Engineers (L1–L3)
• Own escalations and resolve complex technical issues
• Monitor SLAs, ticket queues, and support KPIs (FRT, MTTR, CSAT)
• Improve support processes, workflows, and documentation
• Collaborate with Engineering on bugs, fixes, and releases
• Ensure consistent, high-quality customer communication
• Support onboarding and training of new team members
• Identify recurring issues and drive root-cause solutions

Skills

Technical leadership

Troubleshooting

Communication

Ownership mindset

SaaS experience

Tools

Zendesk

Jira

Freshdesk

Job description

We’re looking for a Technical Team Lead to lead a growing support team in a fast-paced SaaS environment. This role blends hands-on technical support with people leadership, ensuring high-quality customer experiences while scaling support operations.

You’ll act as the escalation point for complex issues, coach and develop support engineers, and partner closely with Engineering, Product, and Customer Success.

What You’ll Do

• Lead and mentor a team of Technical Support Engineers (L1–L3)
• Own escalations and resolve complex technical issues
• Monitor SLAs, ticket queues, and support KPIs (FRT, MTTR, CSAT)
• Improve support processes, workflows, and documentation
• Collaborate with Engineering on bugs, fixes, and releases
• Ensure consistent, high-quality customer communication
• Support onboarding and training of new team members
• Identify recurring issues and drive root-cause solutions

What We’re Looking For

• 8+ years in Technical Support or Support Engineering
• 5+ year in a Team Lead, Senior, or Escalation role
• Strong troubleshooting skills (applications, APIs, databases, logs)
• Experience with ticketing systems (Zendesk, Jira, Freshdesk, etc.)
• Ability to communicate technical issues to non-technical users
• Calm under pressure with strong ownership mindset
• SaaS or enterprise software experience preferred

Nice to Have

• SQL or scripting experience
• Experience supporting enterprise or B2B customers
• Knowledge of ITIL or structured support frameworks
• Hospitality, security, or operations software exposure

Why Join Us

• Lead a team that supports enterprise-level customers
• High impact role with visibility across Product and Engineering
• Opportunity to shape processes as the company scales