Support Team Lead
Core
Lead a technical support team to troubleshoot and resolve complex customer challenges for a global software supply chain platform, acting as the technical escalation point and owner of queue health.
Role type
Senior IC Support Team Lead
Builds
Developer experience and operational stability for a multi-tenant SaaS artifact management platform
Domain
Software Supply Chain / DevOps / CI/CD
Deliverable
client delivery
Required skills
Technical troubleshooting, team management, incident response, Python/JavaScript scripting, software packaging knowledge, operational mindset, stakeholder communication
Preferred skills
Coaching and feedback experience, creating psychological safety, proactive problem solving, flexible shift management
Technologies
Python, JavaScript, artifact management tools
Responsibilities
Manage daily team rhythm, work allocation, and shift handovers; Act as technical escalation point for complex diagnostics; Own ticket queue health and prioritization; Deliver coaching and structured feedback to improve team performance; Manage team capacity and on-call rota; Set and achieve support KPIs; Maintain knowledge base and runbooks; Act as customer advocate to inform product roadmap
