Technical Support Team Lead

Overview

Level 3 Technical Support Team Lead to oversee the advanced technical support team. Team Lead  will be responsible for leading a team of skilled support engineers, ensuring the timely resolution of complex technical issues, and maintaining high levels of customer satisfaction. This role requires a strong technical background, excellent leadership skills, and a proven ability to manage and mentor a team.

Responsibilities

Team Leadership and Management

• Lead, mentor, and coach a team of Level 3 Technical Support Engineers.
• Conduct regular meetings, performance reviews, and provide constructive feedback.
• Foster a collaborative and high-performing team environment.
• Manage team schedules, workloads, and ensure adequate coverage.
• Identify training needs and facilitate professional development opportunities for team members.
• Participate in the hiring and onboarding process for new team members. Including Level 2 onboarding

 Technical Support and Escalation Management

• Oversee the resolution of complex technical issues and escalations from Level 2 support teams.
• Act as an escalation point for critical customer issues.
• Ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and implement strategies to improve support processes and efficiency.
• Collaborate with engineering and product development teams to resolve bugs and implement solutions.
• Maintain a deep understanding of our products, services, and underlying technologies.
• Post-release product validation management

Required Technical Skills

• Advanced SQL/MySQL skills for database investigation and data troubleshooting.
• Strong experience analysing JSON, API requests/responses, and system logs.
• Experience with log monitoring and observability tools, such as Splunk.
• Strong understanding of REST APIs, integrations, webhooks, and data exchange workflows.
• Ability to troubleshoot third-party integrations and external systems, including identifying the source of complex issues.
• Strong root cause analysis and production incident troubleshooting skills, with the ability to work effectively with Engineering and Product teams.

Documentation and Knowledge Management

• Oversee the creation and maintenance of technical documentation, troubleshooting guides.
• Promote knowledge sharing within the team for knowledge gaps within Level 2 under Tech Support Director

Soft Skills 

• Leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities effectively.
• Customer-focused with a strong commitment to service excellence.
• Strong organizational and time management skills.