Job Description
We are seeking a hands-on and highly capable Team Lead to oversee our Tier 2 Application Support team for a mission-critical SaaS platform. This role combines leadership, technical troubleshooting, and customer-focused service delivery to ensure platform reliability and client satisfaction.
Key Responsibilities:
Leadership & Team Management
Lead, coach, and develop support engineers and analysts.
Manage team workload, monitor performance metrics, and drive continuous improvement.
Serve as primary escalation point for complex technical issues.
Collaborate with Engineering, Product, and Customer Success teams to ensure resolution and service excellence.
Technical Support Tier 3
Provide advanced troubleshooting for application issues, including backend services, APIs, integrations, and data inconsistencies.
Analyze logs, monitor system health, and perform root cause analysis.
Partner with development teams to resolve bugs and deploy hotfixes or patches.
Ma...
Key Responsibilities:
Leadership & Team Management
Lead, coach, and develop support engineers and analysts.
Manage team workload, monitor performance metrics, and drive continuous improvement.
Serve as primary escalation point for complex technical issues.
Collaborate with Engineering, Product, and Customer Success teams to ensure resolution and service excellence.
Technical Support Tier 3
Provide advanced troubleshooting for application issues, including backend services, APIs, integrations, and data inconsistencies.
Analyze logs, monitor system health, and perform root cause analysis.
Partner with development teams to resolve bugs and deploy hotfixes or patches.
Ma...
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