We are seeking a hands-on, customer-focused Technical Support Team Lead to manage and scale our Tier 12 support operations. You will lead a team of support engineers, drive operational excellence, and serve as the escalation point for complex issues. This role is critical to ensuring Shields customers receive timely, high-quality support across our SaaS platform.
What youll do:
Lead and mentor a team of technical support engineers based in Israel and Portugal, ensuring SLA adherence and high customer satisfaction.
Serve as the first escalation point for complex technical issues, coordinating with Tier 3, R&D, and DevOps as needed.
Oversee incident triage, classification, and resolution using Zendesk and internal tools.
Maintain and improve support workflows, including ticket hygiene, backlog management, and knowledge base usage.
Collaborate with Product, Engineering, and Customer Success to escalate bugs, prioritize fixes, and improve product usability.
Monitor support KPIs and generate reports to identify trends, gaps, and opportunities for improvement.
Participate in hiring, onboarding, and training of new support team members.
Contribute to the development of internal SLAs and support playbooks.
Requirements: 5+ years of experience in technical support or operations roles, with 2+ years in a leadership capacity.
Proven experience working with complex customer environments, particularly in Enterprise SaaS B2B or B2G settings.
Demonstrated success in leading and managing a global support team.
Strong troubleshooting skills across SaaS environments (Linux, MySQL, Elasticsearch, APIs, etc.).
Experience with support platforms like Zendesk, Jira, and Confluence.
Familiarity with cloud infrastructure (AWS, Azure) and CI/CD pipelines is a plus.
Excellent communication skills in English (written and verbal).
Proven ability to work cross-functionally and manage competing priorities in a fast-paced environment.
This position is open to all candidates.