Lead a team of Technical Support Specialists, solving technical problems, building client solutions, and supporting customer implementations. Strong technical support experience and leadership potential required. Excellent communication skills and ability to work independently in a fast-paced remote environment.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
Technical Support Team Lead
*Solid English spoken & written required*
Location: Remote
Working Hours: Full overlap with US Mountain Time (MST/MDT) required
Compensation: Up to $2,000 USD/month
About the Role
We're looking for a hands-on Tech Support Team Lead who can balance technical execution with people leadership. You'll spend the majority of your time solving technical problems, building client solutions, and supporting customer implementations. At the same time, you'll lead a small team of Technical Support Specialists, ensuring high-quality work, fast response times, and exceptional customer experiences.
This role is ideal for someone who has strong technical support experience, enjoys solving complex problems, and is ready to take the next step into leadership.
We're not looking for someone who has spent years managing large teams. We're looking for someone who has been deep in the work, understands what excellence looks like, and is ready to help others reach that standard.
What You'll Be Doing
Technical Execution (75%)
- Build and configure custom client solutions using SQL, HTML, and complex nested formulas
- Troubleshoot advanced customer issues and technical escalations
- Support customer implementations and platform configurations
- Investigate product defects and document findings clearly in Jira
- Collaborate with Product, Engineering, and Customer Success teams to resolve technical challenges
- Identify recurring issues and recommend improvements to processes and workflows
Team Leadership (25%)
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- Lead, mentor, and support two Technical Support Specialists
- Provide regular coaching, feedback, and performance guidance
- Monitor support queues and ensure SLAs are consistently met
- Remove blockers before they impact customers or delivery timelines
- Maintain accountability around support metrics and customer outcomes
- Help improve operational processes and support quality standards
Success in This Role Looks Like
- Strong First Contact Resolution (FCR) rates
- Reduced Time to First Response (TTFR)
- Reduced Time to Resolution (TTR)
- Low ticket reopen rates
- High customer satisfaction scores
- Consistent coaching and development of team members
- Effective collaboration with Product and Engineering teams
- A well-managed queue with minimal unresolved issues
Required Qualifications
- Exceptional written and spoken English communication skills. You will interact daily with US-based customers, leadership, Product, and Engineering teams. The ability to communicate clearly, professionally, and confidently is absolutely essential.
- 3+ years of experience in Technical Support, Technical Operations, Professional Services, Solutions Engineering, or a similar client-facing technical role
- Strong working knowledge of SQL
- Hands-on experience with HTML and web-based configurations
- Comfortable building and troubleshooting complex nested formulas and business logic
- Experience supporting SaaS, Marketing Technology (MarTech), or software platforms
- Experience using Jira for issue tracking and defect management
- Ability to work independently in a fast-paced remote environment
- Availability during US Mountain Time business hours with consistent daily overlap
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Preferred Qualifications
- Previous experience mentoring, coaching, or informally leading team members
- Experience with HubSpot
- Experience with Snowflake
- Background in marketing automation platforms
- Experience working with distributed or global teams
- Experience supporting customer onboarding, implementation, or professional services engagements
What We're Looking For
We're looking for someone who combines strong technical problem-solving with leadership potential and outstanding communication skills.
This role requires frequent interaction with US-based stakeholders, so exceptional spoken and written English is non-negotiable. How you communicate, document issues, explain solutions, and manage expectations will carry significant weight.
The ideal candidate is highly accountable, detail-oriented, technically curious, and proactive. They enjoy solving difficult problems, take ownership of outcomes, and are eager to grow into a larger leadership role over time.
If you're the type of person who can jump into SQL one moment, coach a teammate the next, and partner with Product and Engineering to solve customer challenges, we'd love to hear from you.
Benefits
- Competitive monthly compensation: upto $2,000 USD
- Fully remote position
- Opportunity to lead and develop a growing support team
- Exposure to fast-growing SaaS and technology companies
- Career growth into broader technical and leadership responsibilities
- Work directly with US-based leadership and cross-functional teams
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