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# Technical Support Team Lead

- **Company:** LTD Global
- **Location:** Atlanta, GA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** JIRA, Zendesk
- **Published:** August 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=41aa6cd991bd3b01

## About the Role

* 3+ years of experience in an Application Support Lead/Managerial role.
 * Experience in people management and technical direction.
 * Demonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis.
 * Experience in providing services to agreed SLA's/OLA's.
 * Experience in Problem and Incident Management according to ITIL standards.
 * Ability to work in a fast-paced environment.
 * Experience with managing root cause analysis and incident reports.
 * Excellent interpersonal and communication skills.
 * Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication.
 * Prior development experience or previous experience in an eCommerce environment is a strong advantage.

## Description

We are looking for a Technical/Application Support Team Lead to join our Technical Support Team in Atlanta. This team is responsible for providing support and service to Global-e's merchants, as well as being an internal technical focal point.

You will be responsible for day-to-day management of our Application Support Engineers, ensuring that production issues are resolved quickly and professionally.

Responsibilities

 * Manage the application support engineers, providing line management, mentoring and engagement.
 * Establish work procedures and policies according to department standards.
 * Set, monitor, and manage team targets to ensure KPI and SLA achievement.
 * Ensure ticket queues are managed effectively across Zendesk and JIRA.
 * Raise support-related concerns, issues, and improvement feedback to management.
 * Promote self-service plans to reduce inbound ticket volume.
 * Provide technical support to customers and serve as an escalation point both internally and externally.
 * Handle any escalations that require immediate attention from management.
 * Work collaboratively and cross-functionally with other departments.
 * Present team performance reports and conduct team member performance evaluations.
 * Maximize productivity and ensure the team is highly motivated.


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