Technical Support Team Lead (SaaS | SQL)

This is a remote position.

Our client is an established B2B SaaS company whose platform manages operations in the fields of hospitality and transportation. Their customers’ operations run around the clock, so platform performance and reliability matter 24/7/365.

This is a senior, hands-on leadership role for a strong people manager who is also technically capable. You'll lead a team of six support specialists, serve as their senior technical escalation point, and act as the link between support and engineering.

Why this role stands out

• Lead a team of six and own a support function that runs 24/7.
  
• Serve as the team's deepest technical resource and the first point of escalation before engineering.
  
• Partner with engineering to build tooling to enable the support team to resolve issues without the help of developers (where possible).
  
• Own the team's KPIs, coverage, and day-to-day performance.
  
• Work across a Microsoft stack: Azure, SQL Server, C#, and Angular.
  
• Report directly to, and work closely with, the CEO.
  

What you'll be doing

Lead the team

• Directly manage a team of six technical support specialists of varying product knowledge and tenure.
  
• Work across multiple time zones, with reliable availability for mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time.
  
• Coach the team and close skill gaps so fewer issues require escalation.
  
• Review the ticket queue with the team daily and own all escalation decisions.
  

Be the first line of escalation

• Serve as the primary escalation point before engineering.
  
• Own severity assessment. Train the team to recognize system-down emergencies and apply priority levels correctly, and make the escalation call when required, including occasional after-hours escalation for genuine major incidents.
  
• Lead major incidents (P1 / system-down): coordinate the response, keep affected clients informed, and produce a root-cause report afterward so engineering can eliminate the underlying failure.
  
• When an issue is escalated, resolve it permanently through a guardrailed support tool, a code fix, or a documented procedure, so it never returns to engineering a second time.
  
• Identify recurring tickets and drive a root-cause fix rather than repeatedly resolving the same issue by hand.
  
• Develop deep knowledge of the platform and the client base to resolve most issues before they reach engineering.
  

Partner with engineering

• Work with the Engineering Manager to prioritize support tooling, making the business case for each tool so the engineering team can allocate time to build it.
  

Drive performance and enablement

• Own the team's KPIs: open ticket count, ticket age and backlog aging, First Response Time, Time to Resolution, reopen rate, and repeat-escalation rate.
  
• Monitor customer satisfaction (CSAT) and act on its drivers.
  
• Run QA and case-quality reviews, assessing how tickets are handled and documented, not only whether they were followed up.
  
• Track stalled tickets and follow up with the specialist who logged them.
  
• Champion AI-assisted support (the team uses Claude and Codex) so specialists resolve more issues independently.
  
• Own procedure documentation in Confluence and direct the team's quieter periods toward building out the support knowledge base.
  

Tech environment

• Cloud: Azure
  
• Database: Microsoft SQL Server
  
• Backend: C#
  
• Frontend: Angular
  
• Ticketing: Jira Service Management (JSM)
  
• Docs: Confluence
  
• Tools: SSMS (SQL Server Management Studio), RDP, SQL Profiler, monitoring and logging tools
  
• AI: Claude, Codex
  
• Integrations: SSO, payment systems, reporting tools (Power BI)
  

Requirements

What we're looking for

• 10+ years of technical support experience in a SaaS or software environment.
  
• 5+ years leading or managing a support team.
  
• Deep, hands-on knowledge of the Atlassian suite (Jira, Jira Service Management, and Confluence) is strongly preferred.
  
• A strong Microsoft SQL Server and database background, with confident, hands-on SQL.
  
• Working knowledge of C#, sufficient to read backend code and reason about root cause.
  
• A track record of coaching support staff, managing performance, and running QA and case-quality reviews.
  
• Fluent in support KPIs and SLAs: First Response Time, Time to Resolution, backlog aging, reopen and repeat-escalation rate, and CSAT.
  
• Sound judgment on ticket severity and clear ownership of escalation decisions.
  
• A fast, deep learner who will master the platform and client base to become the team's technical authority.
  
• Comfortable using AI tools to accelerate troubleshooting and enablement.
  
• Strong written and spoken English.
  
• A self-starter who sets clear direction for the team.
  

Nice to have

• GitHub or source control familiarity.
  
• Angular exposure.
  
• French and/or Spanish.
  
• Familiarity with SSO (SAML/OAuth).