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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Team Lead, Pressable - **Company:** Jobgether - **Location:** Málaga, Spain (Remote available) - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Software as a Service, Web Performance Optimization, WordPress, Software Troubleshooting - **Published:** September 6, 2026 - **Apply:** https://www.buscojobs.com.es/technical-support-team-lead-pressable-en-malaga-ID-370105820 ## About the Role Proven experience in technical support leadership, team management, or senior customer support roles in a SaaS or hosting environment Strong technical background in WordPress and managed hosting infrastructure Experience managing or mentoring technical teams and driving performance improvements Hands-on ability to troubleshoot complex technical issues, including website performance, hosting configuration, and migrations Strong understanding of customer support operations, SLAs, and support KPIs in a 24/7 environment Excellent communication skills with the ability to translate technical topics for both technical and non-technical audiences Strong organizational, prioritization, and decision-making skills in fast-paced environments Experience building or improving support processes, playbooks, or training programs Ability to handle escalations calmly and effectively while maintaining a customer-first mindset Proactive, structured, and results-oriented approach to leadership and problem-solving ## Description This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Team Lead, Pressable based in Spain.This is a leadership role within a 24/7 technical support environment focused on managed WordPress hosting. You will act as a hands-on "player-coach," balancing direct customer support with the leadership and development of a team of highly technical Support Engineers. The role combines operational ownership with people management, ensuring high-quality customer experiences while continuously improving team performance, processes, and service standards. You will oversee SLAs, performance metrics, and escalation handling while also contributing directly to complex customer cases. Beyond day-to-day support, you will collaborate with cross-functional teams including Product, Sales, and Engineering to improve platform reliability and customer experience. This position is ideal for a technically strong leader who thrives in fast-paced environments and enjoys building scalable support systems while mentoring others. Your impact will be visible in improved customer satisfaction, stronger team capability, and more efficient support operations.Accountabilities:Lead, mentor, and develop a team of Technical Support Engineers, fostering a high-performing and collaborative support cultureAct as a working manager ("player-coach"), directly handling complex customer issues, website audits, migrations, and escalationsMonitor, analyze, and report on team performance metrics, SLAs, and customer satisfaction indicatorsConduct regular 1:1s, coaching sessions, and performance reviews to support individual growth and accountabilityDesign, implement, and improve support processes, workflows, and escalation paths to enhance efficiency and qualityDevelop and deliver training programs to strengthen technical expertise and customer communication skills within the teamManage scheduling, coverage planning, and resource allocation to ensure 24/7 support continuityCollaborate with Product, Sales, and cross-functional teams to share customer insights and drive product improvementsIdentify recurring technical issues and implement long-term solutions to reduce ticket volume and improve system stabilityServe as an escalation point for complex or high-impact customer situations, ensuring timely and effective resolutionRequirementsProven experience in technical support leadership, team management, or senior customer support roles in a SaaS or hosting environmentStrong technical background in WordPress and managed hosting infrastructureExperience managing or mentoring technical teams and driving performance improvementsHands-on ability to troubleshoot complex technical issues, including website performance, hosting configuration, and migrationsStrong understanding of customer support operations, SLAs, and support KPIs in a 24/7 environmentExcellent communication skills with the ability to translate technical topics for both technical and non-technical audiencesStrong organizational, prioritization, and decision-making skills in fast-paced environmentsExperience building or improving support processes, playbooks, or training programsAbility to handle escalations calmly and effectively while maintaining a customer-first mindsetProactive, structured, and results-oriented approach to leadership and problem-solvingBenefitsFully remote working environment with flexibility and global team collaborationCompetitive compensation aligned with experience and impact potentialOpen vacation policy supporting work-life balance and autonomyHome office setup support and coworking allowancesHealth, dental, and vision coverage (for eligible employees depending on location)Life and disability insurance benefits (for eligible employees depending on location)Retirement savings support (e.g., 401(k) matching for eligible employees)Paid learning and development opportunities, including training, books, and conferencesOpportunity to work in a global, distributed organization with strong engineering and product cultureDirect impact on customer experience, team development, and support strategy at scaleHow Jobgether works:We use anAI-powered matching processto ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.We appreciate your interest and wish you the best!Why Apply Through Jobgether?Data Privacy Notice:By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.#LI-CL1We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. 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