Technical Support Team Lead

This role is designed for a technically skilled leader who thrives on building structured, high-performing support operations. You will manage a team of Analysts, transforming individual troubleshooting into scalable, reliable processes that leverage AI automation. Your impact spans operational stability, team independence, and process optimization across complex data workflows. You will work closely with Engineering, Product, and Customer Success teams to streamline communication, resolve escalations, and implement best practices. This position offers a remote-first environment and the opportunity to shape a modern, AI-powered support function that drives measurable efficiency and client satisfaction. Accountabilities:

• Lead, mentor, and manage a team of Analysts, overseeing escalations and ensuring SLA adherence
• Build and maintain scalable support processes, reducing manual work through playbooks and AI automation
• Guide the team in troubleshooting complex data pipelines, databases, and platform issues
• Collaborate cross-functionally to provide structured feedback, create onboarding materials, and improve workflows
• Monitor operational metrics, run post-mortems, and proactively stabilize processes before issues escalate
• Experiment with new AI and infrastructure tools to enhance team efficiency and support quality

• Proven experience leading technical support or operations teams with autonomy and independence
• Strong command of SQL and relational databases, including query writing, debugging, and schema navigation
• Hands-on experience using AI tools (LLMs, automation agents) to optimize workflows and reduce manual tasks
• Highly organized with radical ownership, detail orientation, and ability to manage high-pressure situations
• Excellent communication skills with the ability to explain technical concepts clearly to technical and non-technical stakeholders
• Bonus: experience documenting processes, building playbooks, or working in marketing/analytics platforms

• Competitive USD salary with bi-monthly pay
• Remote-first work setup for flexibility and productivity
• 20 working days of PTO per year plus US holidays and additional days off
• Professional development reimbursement to support skill growth
• Opportunity to shape an AI-powered support function and influence team and process development
• Work in a fast-growing, high-impact environment with exposure to advanced technologies