Tech Lead, Customer Support

For our client, we are seeking a Tech Lead, Customer Support to join the team of a leader in the Technical Services space.

This role will lead a small support engineering team responsible for resolving complex customer issues and ensuring responsive, high-quality technical service. You will serve as the technical escalation point for challenging cases, partner closely with product and engineering teams, and help strengthen support processes through coaching, documentation, and continuous improvement. The position also plays an important role in applying automation and AI to support workflows while keeping the customer experience at the center.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $165,000 – $199,000 annually

Responsibilities

• Lead and develop a team of five support engineers, overseeing performance and career growth
• Manage daily operations including case prioritization and customer communication
• Act as the technical lead for escalated issues, collaborating with product teams to resolve them
• Build deep expertise in the company's platform and relevant SaaS and security environments
• Strengthen team technical capabilities through reviews, guidance, and documentation
• Provide status updates during critical customer incidents and maintain ownership until resolution
• Identify recurring issues and work with engineering to drive product improvements
• Collaborate with teams introducing AI into support, incorporating customer feedback

Qualifications

• 5-7 years of experience in B2B SaaS, cybersecurity, identity, or infrastructure support
• Advanced technical troubleshooting skills, especially with APIs and integrations
• Proven leadership experience managing small technical teams
• Ability to make sound decisions under customer escalation pressure
• Experience mentoring engineers and improving team practices
• Use of support metrics to drive improvements in quality and efficiency
• Interest in integrating automation and AI into support processes

Benefits

• Competitive compensation with equity and 401k
• Comprehensive healthcare including dental and vision
• Flexible PTO and paid holidays
• 12 weeks of new parent or family leave
• Resources for personal and professional development

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.