Technical Support Team Lead – SaaS, SQL

This is a fully remote position, open to applicants in Canada.

📋 Description

• Directly oversee a team of six technical support specialists.

• Collaborate across various time zones and participate in mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time.

• Mentor the team and address skill gaps to minimize escalations.

• Review the ticket queue on a daily basis and take ownership of escalation decisions.

• Act as the main escalation point prior to involving engineering.

• Evaluate severity and identify critical system-down emergencies.

• Make escalation decisions, including occasional after-hours actions for significant incidents.

• Lead P1/system-down incidents, coordinate responses, keep affected clients updated, and generate root-cause reports.

• Resolve escalated issues permanently through support tools, code fixes, or established procedures.

• Identify recurring tickets and drive root-cause solutions.

• Build extensive platform and client knowledge to resolve issues prior to engineering escalation.

• Collaborate with the Engineering Manager to prioritize and advocate for support tooling.

• Manage KPIs including ticket volume, ticket age, backlog aging, First Response Time, Time to Resolution, reopen rate, and repeat-escalation rate.

• Monitor CSAT and respond to its influencing factors.

• Conduct QA and case-quality reviews.

• Monitor stalled tickets and follow up with specialists.

• Promote AI-assisted support utilizing Claude and Codex.

• Manage procedure documentation in Confluence and enhance the support knowledge base.

• Report directly to and collaborate closely with the CEO.

⛳️ Requirements

• Over 10 years of technical support experience in a SaaS or software environment.

• More than 5 years of experience leading or managing a support team.

• Strong, hands-on expertise with the Atlassian suite (Jira, Jira Service Management, and Confluence) is highly preferred.

• Proficient in Microsoft SQL Server and database management, with confident, hands-on SQL skills.

• Working knowledge of C#, sufficient to read backend code and analyze root causes.

• Proven track record of coaching support staff, managing performance, and conducting QA and case-quality reviews.

• Familiarity with support KPIs and SLAs: First Response Time, Time to Resolution, backlog aging, and reopen and repeat-escalation rates, as well as CSAT.

• Sound judgment regarding ticket severity and clear accountability for escalation decisions.

• Capability to master the platform and client base, becoming the team's technical authority.

• Comfortable utilizing AI tools to expedite troubleshooting and enablement.

• Excellent written and verbal English communication skills.

• Self-motivated individual who provides clear direction for the team.

• Familiarity with GitHub or source control is a plus.

• Exposure to Angular is desirable.

• Proficiency in French and/or Spanish is advantageous.

• Understanding of SSO (SAML/OAuth) is a plus.

🏝️ Benefits

• Work remotely.

• Lead a 24/7 support function.

• Direct access to and collaboration with the CEO.

• Engage in professional coaching and team development responsibilities.

• Work with technologies such as Azure, SQL Server, C#, Angular, Jira Service Management, Confluence, Claude, and Codex.

• Influence support tooling and automation.

• Build and maintain the support knowledge base.