Team Lead, Technical, Product Support

What youll be doing:

1. Lead and Manage the Team Oversee a team of technical product support engineers

providing effective leadership and fostering a high-performance culture.

2. Communicate Roadmaps and Progress Define and share a clear support roadmap

with stakeholders and leadership. Prepare and deliver regular updates on progress goals

and key initiatives.

3. Inspire and Develop Talent Conduct regular 1:1 meetings provide constructive

feedback and mentor team members to support their professional growth and career

development.

4. Drive Career Development Create individual development plans monitor progress

and continuously evaluate team performance to ensure alignment with company

standards.

5. Resource and Capacity Planning Manage resource allocation and ensure capacity

planning aligns with project demands and support priorities.

6. Deliver Level 2 Technical Support Investigate and resolve technical issues raised by

customers or internal teams escalating to the development team when necessary.

7. Incident Management Act as Incident Manager when required coordinating incident

response assessing customer impact and ensuring timely resolution with minimal

disruption.

8. Cross-Team Collaboration Work closely with Level 1 Customer Support as well as

Development and Operations teams to facilitate efficient issue resolution and knowledge

sharing.

What youll need:

1. People Management: Demonstrated experience leading and managing small to mid-

sized teams. Ability to design and facilitate career development paths including setting

performance goals and fostering professional growth

2. Customer Focus: Demonstrates a strong commitment to customer service striving to

resolve issues swiftly and effectively.

3. Technical Aptitude: Possesses a solid understanding of operating systems networks

SQL and observability tools such as Datadog Grafana ElasticSearch and Kibana along

with a keen willingness to learn and adapt to new technologies rapidly.

4. Problem-Solving Skills: A logical thinker capable of analyzing issues and identifying

root causes with precision.

5. Communication Skills: Skilled in articulating technical concepts clearly and succinctly

to both technical and non-technical audiences with strong written and verbal

communication skills in English.

6. Incident Management: Capable of assessing customer impact and managing incidents

by coordinating across multiple teams to drive quick and effective resolutions.

Qualification:

1. Bachelors degree in Computer Science Information Technology Engineering or a

related field (Masters degree is a plus).

2. 7 years of experience in technical support product support or a related field.

3. 2 3 years in a leadership or managerial role preferably in a high-paced technology or

SaaS environment.

4. Proven experience in handling complex technical issues and incident management.

5. Ability to use observability tools such as Datadog Grafana ElasticSearch and Kibana as

well as cloud services like AWS

6. Excellent command in English both spoken and written

Nice to have:

1. Knowledge of IT service management (ITSM)- Incident management problem

management change management

2. Experience in agile methodology with Confluence Jira or other similar task

management

Required Experience:

Senior IC