Technical Support Team Lead

Jobgether • United Arab Emirates

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

Lead a team of Technical Support Engineers in a 24/7 technical support environment focused on managed WordPress hosting. Balance direct customer support with leadership and development of the team. Collaborate with cross-functional teams to improve platform reliability and customer experience.

Key Highlights

Lead a team of Technical Support Engineers

Balance direct customer support with leadership and development

Collaborate with cross-functional teams

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Key Responsibilities

Lead, mentor, and develop a team of Technical Support Engineers

Act as a working manager, directly handling complex customer issues

Monitor, analyze, and report on team performance metrics

Technical Skills Required

WordPress Managed hosting infrastructure

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Benefits & Perks

Fully remote working environment

Competitive compensation

Open vacation policy

Health, dental, and vision coverage

Life and disability insurance benefits

Retirement savings support

Paid learning and development opportunities

Job Description

This is a leadership role within a 24/7 technical support environment focused on managed WordPress hosting. You will act as a hands-on “player-coach,” balancing direct customer support with the leadership and development of a team of highly technical Support Engineers. The role combines operational ownership with people management, ensuring high-quality customer experiences while continuously improving team performance, processes, and service standards. You will oversee SLAs, performance metrics, and escalation handling while also contributing directly to complex customer cases. Beyond day-to-day support, you will collaborate with cross-functional teams including Product, Sales, and Engineering to improve platform reliability and customer experience. This position is ideal for a technically strong leader who thrives in fast-paced environments and enjoys building scalable support systems while mentoring others. Your impact will be visible in improved customer satisfaction, stronger team capability, and more efficient support operations.

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