Technical Support Team Lead: A technically skilled leader who thrives on building structured, high-performing support operations.
You will manage a team of Analysts, transforming individual troubleshooting into scalable, reliable processes that leverage AI automation.
Your impact spans operational stability, team independence, and process optimization across complex data workflows.
You will work closely with Engineering, Product, and Customer Success teams to streamline communication, resolve escalations, and implement best practices.
This position offers a remote-first environment and the opportunity to shape a modern, AI-powered support function that drives measurable efficiency and client satisfaction.
AccountabilitiesLead, mentor, and manage a team of Analysts, overseeing escalations and ensuring SLA adherence
Build and maintain scalable support processes, reducing manual work through playbooks and AI automation
Guide the team in troubleshooting complex data pipelines, databases, and platform issues
Collaborate cross-functionally to provide structured feedback, create onboarding materials, and improve workflows
Monitor operational metrics, run post-mortems, and proactively stabilize processes before issues escalated
Experiment with new AI and infrastructure tools to enhance team efficiency and support quality
RequirementsProven experience leading technical support or operations teams with autonomy and independence
Strong command of SQL and relational databases, including query writing, debugging, and schema navigation
Hands-on experience using AI tools (LLMs, automation agents) to optimize workflows and reduce manual tasks
Highly organized with radical ownership, detail orientation, and ability to manage high-pressure situations
Excellent communication skills with the ability to explain technical concepts clearly to technical and non-technical stakeholders
Bonus: experience documenting processes, building playbooks, or working in marketing/analytics platforms
BenefitsCompetitive USD salary with bi-monthly pay
Remote-first work setup for flexibility and productivity
20 working days of PTO per year plus US holidays and additional days off
Professional development reimbursement to support skill growth
Opportunity to shape an AI-powered support function and influence team and process development
Work in a fast-growing, high-impact environment with exposure to advanced technologies
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