דרושים » תוכנה » Backend Team Lead

We are seeking an experienced and hands-on Head of Support to lead our global Support organization. This role oversees Technical Support Engineering (TSE) functions, escalations, incident leadership, customer experience, and global operational excellence. The ideal candidate brings strong technical depth, proven leadership in SaaS/B2B support, and the ability to build a high-performing, customer-focused support culture.

Global Support Leadership:
Lead and coach global Technical Support Engineering teams.
Ensure high-quality support with improvements in CSAT, response/resolution times, backlog, and KPIs.
Maintain clear global processes and standards.
Align with regional leads for coverage across time zones.

Technical Expertise & Escalations:
Act as the senior escalation point for complex issues.
Guide engineers in root cause analysis, distributed systems, and observability.
Oversee incident management with strong communication and collaboration.
Maintain hands-on knowledge of our architecture and tooling.

Operational Excellence:
Drive continuous improvement to streamline workflows and reduce escalations.
Enhance productivity through better tools, processes, and automation.
Own KPI frameworks, dashboards, and data-driven reviews.
Partner with Product and Engineering to bring customer insights into product enhancements.

Customer Experience:
Promote a customer-first culture in Support.
Represent Support in critical situations and executive escalations.
Ensure consistent, clear communication with customers.
Strengthen collaboration with Sales and Product.

Training & Team Development:
Own onboarding and ongoing training for Support engineers.
Ensure the team stays current on product capabilities.
Foster collaboration, accountability, and ongoing learning.

A Global software company is looking for a hands-on Engineering Lead to build and scale its new Payments Platform, enabling global one-off and usage-based payments across all its products.

Youll found and lead this initiative from scratchhiring and growing a top-tier team, driving architecture and development, and shaping the future of payments at scale.

We are looking for a Software Team Lead.
Job description:
Manage a team and foster an innovative technological culture.
Work closely with project managers, QA managers, infrastructure managers, developers, and the executive staff.
The role requires reliability, transparency in management, high personal responsibility, commitment to success, monitoring and review skills, and serving as a role model.
Develop and lead web projects in the digital department.