Team Lead, Customer Support

📋 Description

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

• Facilitate onboarding, provide technical mentoring, and offer career coaching for all direct reports.

• Conduct regular one-on-one meetings and performance management evaluations to promote team alignment and growth.

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

• Serve as an internal escalation point for intricate technical challenges and challenging customer scenarios.

• Ensure that team activities and results are in line 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.

• Carry out regular quality assurance reviews on tickets to uphold technical accuracy and brand voice.

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

⛳️ Requirements

• 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 foundation in networking fundamentals (TCP/IP, DNS, firewalls, and routing).

• Proficiency in networking and security concepts (knowledge of k8s is a plus).

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

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

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

• Data-driven approach with the capability to monitor and respond to metrics such as CSAT, TTFR, and TTR.

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

• Capability to excel in a dynamic 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—most of our teams work fully remotely.

• Connect with other Tailscalars in real life.

• Support for your personal and professional development.

• Paid time off along with a healthy work-life integration.

• A customizable home office setup.

• Generous parental leave program starting from your first day.