Technical Team Lead (New York)
MS Shift
We’re looking for a Technical Team Lead to lead a growing support team in a fast-paced SaaS environment. This role blends hands-on technical support with people leadership , ensuring high-quality customer experiences while scaling support operations.
You’ll act as the escalation point for complex issues, coach and develop support engineers, and partner closely with Engineering, Product, and Customer Success.
What You’ll Do
- Lead and mentor a team of Technical Support Engineers (L1–L3)
- Own escalations and resolve complex technical issues
- Monitor SLAs, ticket queues, and support KPIs (FRT, MTTR, CSAT)
- Improve support processes, workflows, and documentation
- Collaborate with Engineering on bugs, fixes, and releases
- Ensure consistent, high-quality customer communication
- Support onboarding and training of new team members
- Identify recurring issues and drive root-cause solutions
What We’re Looking For
- 8+ years in Technical Support or Support Engineering
- 5+ year in a Team Lead, Senior, or Escalation role
- Strong troubleshooting skills (applications, APIs, databases, logs)
- Experience with ticketing systems (Zendesk, Jira, Freshdesk, etc.)
- Ability to communicate technical issues to non-technical users
- Calm under pressure with strong ownership mindset
- SaaS or enterprise software experience preferred
Nice to Have
- SQL or scripting experience
- Experience supporting enterprise or B2B customers
- Knowledge of ITIL or structured support frameworks
- Hospitality, security, or operations software exposure
Why Join Us
- Lead a team that supports enterprise-level customers
- High impact role with visibility across Product and Engineering
- Opportunity to shape processes as the company scales
- Competitive compensation + growth path into Support Management
Vacancy posted 5 days ago
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