SaaS Tech Support Lead | SQL, Azure & Incident Champion

Jobgether; South Africa; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Jobgether in South Africa is seeking a Technical Support Team Lead for a SaaS platform. You will lead a team of six specialists, coaching and ensuring high-quality 24/7 support across multiple time zones.

You will be the primary escalation point before engineering, drive incident response for P1 issues, and work with engineering to reduce escalations through tooling and documented procedures. Reporting to senior leadership, you will shape how the support function evolves, monitoring KPIs and

Responsibilities

• Directly manage and develop a team of six technical support specialists.
• Lead a function operating across multiple time zones, including mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time.
• Coach team members and identify skill gaps to reduce escalations to engineering.
• Review the support ticket queue daily, guide prioritization, and own escalation decisions.
• Serve as the primary technical escalation point before engineering and determine ticket severity and priority.
• Lead major P1 and system-down incidents, coordinating response efforts and producing root-cause reports.
• Resolve escalated issues permanently through tooling, code fixes, or documented procedures.

Job description

Jobgether in South Africa is seeking a Technical Support Team Lead for a SaaS platform. You will lead a team of six specialists, coaching and ensuring high-quality 24/7 support across multiple time zones.

You will be the primary escalation point before engineering, drive incident response for P1 issues, and work with engineering to reduce escalations through tooling and documented procedures. Reporting to senior leadership, you will shape how the support function evolves, monitoring KPIs and