Tech Support Lead

Lead and coach support team and keep daily operations running smoothly.

Handle escalations, guide the team through complex technical issues, and jump in when needed. Review logs (Graylog), dashboards, and alerts to support accurate root-cause analysis.

Build and refine SOPs, SLAs, escalation paths, and RCA practices.

Work closely with Product and Engineering to flag recurring issues and improve stability

. Strengthen our knowledge base and documentation for faster, cleaner resolutions

. Track and improve key metrics: response time, resolution time, CSAT, and backlog health.

Drive process improvements, automation ideas, and smarter workflows as we scale.

Makes You a Good Fit 5+ years of technical support experience in a SaaS organisation.

Proven experience leading or mentoring support teams.

Skills We're Looking For

Strong understanding of REST APIs, authentication, and system integrations.

Familiarity with cloud platforms (Azure/AWS/GCP) and core networking concepts.

Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).

Working knowledge of SQL and a scripting language (Python, Bash, etc.).

Experience with logs, monitoring tools, debugging distributed or cloud-based systems.

Nice to have: iPaaS background, Docker/Kubernetes.