Tech Support Lead

Lead and coach support team and keep daily operations running smoothly.• Handle escalations, guide the team through complex technical issues, and jump in when needed. • Review logs (Graylog), dashboards, and alerts to support accurate root-cause analysis.• Build and refine SOPs, SLAs, escalation paths, and RCA practices.• Work closely with Product and Engineering to flag recurring issues and improve stability. • Strengthen our knowledge base and documentation for faster, cleaner resolutions. • Track and improve key metrics: response time, resolution time, CSAT, and backlog health.• Drive process improvements, automation ideas, and smarter workflows as we scale.Makes You a Good Fit • 5+ years of technical support experience in a SaaS organisation.• Proven experience leading or mentoring support teams.Skills We’re Looking For• Strong understanding of REST APIs, authentication, and system integrations.• Familiarity with cloud platforms (Azure/AWS/GCP) and core networking concepts.• Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).• Working knowledge of SQL and a scripting language (Python, Bash, etc.).• Experience with logs, monitoring tools, debugging distributed or cloud-based systems.• Nice to have: iPaaS background, Docker/Kubernetes.

Apply Now