Team Lead, Customer Support

📋 Description

• Oversee the daily support operations for a team of 8-10 Support Engineers.

• Take the lead in onboarding, providing technical mentoring, and offering career coaching to all direct reports.

• Conduct regular one-on-one meetings and performance management reviews to ensure team alignment and development.

• Manage the support queue to ensure compliance with SLA/SLO requirements, including response and resolution timelines.

• Serve as an internal escalation point for complex technical challenges and challenging customer situations.

• Align team activities and outcomes with the strategic roadmap established by the VP of Customer Engineering.

• Collaborate with Support and CX Operations to enhance workflows and improve internal tools such as Jira, Incident.io, Kapa.ai, and PagerDuty.

• Conduct regular quality assurance reviews on tickets to ensure technical accuracy and maintain brand voice.

• Analyze support data and customer feedback (CSAT) to identify and communicate trends to leadership.

⛳️ Requirements

• A minimum of 4 years of experience in a technical support role within a SaaS environment.

• At least 1 year of experience in a leadership, management, or formal mentoring role.

• Strong technical knowledge of networking fundamentals (TCP/IP, DNS, firewalls, and routing).

• Proficiency in networking and security concepts (experience with k8s is a plus).

• Experience with identity management and SSO integrations such as Okta, Azure AD, and Google.

• Prior experience in supporting customers across various operating systems (Linux, MacOS, Windows, etc.).

• Demonstrated ability to manage and optimize support workflows across processes and tools.

• A data-driven mindset with the capability to track and act on metrics such as CSAT, TTFR, and TTR.

• Excellent communication skills for conveying technical concepts to both customers and internal stakeholders.

• Capacity to excel in a fast-paced environment while juggling multiple competing priorities.

🏝️ Benefits

• An inclusive, flexible environment where you can be your authentic self.

• A competitive total compensation package.

• Comprehensive group benefits with no waiting period.

• Remote-first company.

• Opportunity to connect with other Tailscalars in real life.

• Support for your personal and professional growth.

• Paid time off and a healthy work-life balance.

• A customizable home office setup.

• Generous parental leave program from your first day.