Technical Support Team Lead (SaaS | SQL)

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

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Team Lead (SaaS | SQL) based in South Africa.

As a Technical Support Team Lead, you’ll lead a team of six technical support specialists responsible for a business-critical SaaS platform operating around the clock. You’ll combine people leadership with deep technical troubleshooting, serving as the primary escalation point before engineering. The role gives you ownership of team performance, support quality, coverage, and operational KPIs. You’ll work closely with engineering to eliminate recurring issues and build tools that allow support specialists to resolve more problems independently. Working across Azure, SQL Server, C#, Angular, and modern AI support tools, you’ll become a key technical authority for the platform and customer base. Reporting directly to senior leadership, you’ll have significant influence over how the support function evolves and performs.

Accountabilities:

• Directly manage and develop a team of six technical support specialists with varying levels of product knowledge and experience.
• Lead a support function operating across multiple time zones, including participation in mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time.
• Coach team members, identify skill gaps, and develop capabilities that reduce unnecessary engineering escalations.
• Review the support ticket queue daily, guide prioritization, and own escalation decisions.
• Serve as the primary technical escalation point before engineering and determine appropriate ticket severity and priority.
• Lead major P1 and system-down incidents, coordinating response efforts, communicating with affected customers, and producing root-cause reports after resolution.
• Resolve escalated issues permanently through controlled support tooling, code fixes, or documented procedures whenever possible.