Technical Support Lead

About the job

Lead and coach support team and keep daily operations running smoothly. • Handle escalations, guide the team through complex technical issues, and jump in when needed. • Review logs (Graylog), dashboards, and alerts to support accurate root-cause analysis. • Build and refine SOPs, SLAs, escalation paths, and RCA practices. • Work closely with Product and Engineering to flag recurring issues and improve stability. • Strengthen our knowledge base and documentation for faster, cleaner resolutions. • Track and improve key metrics: response time, resolution time, CSAT, and backlog health. • Drive process improvements, automation ideas, and smarter workflows as we scale. Makes You a Good Fit • 5+ years of technical support experience in a SaaS organisation. • Proven experience leading or mentoring support teams. Skills We’re Looking For • Strong understanding of REST APIs, authentication, and system integrations. • Familiarity with cloud platforms (Azure/AWS/GCP) and core networking concepts. • Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts). • Working knowledge of SQL and a scripting language (Python, Bash, etc.). • Experience with logs, monitoring tools, debugging distributed or cloud-based systems. • Nice to have: iPaaS background, Docker/Kubernetes.

Requirements

• Technical Support
• Team Leadership
• Root-cause Analysis
• Process Improvement

Preferred Technologies

• Technical Support
• Team Leadership
• Root-cause Analysis
• Process Improvement