Team8 Cyber Start Up- Technical support - Team Lead

Description:

Our Technical Support team is growing, and looking for a hands-on, experienced Team Lead to guide our global team of talented technical support engineers. As a fast-growing cybersecurity startup serving leading global customers, we’re looking for someone who thrives in a dynamic environment, excels at technical problem-solving, and is passionate about building scalable, AI-enhanced support operations.

Key Responsibilities

• Lead, coach, and mentor a global team of Tier 1–Tier 3 Technical Support Engineers.
• Oversee team performance, productivity, SLAs, and KPIs to ensure operational excellence.
• Handle and own escalated technical issues on complex, distributed systems — ensuring timely, high-quality resolution.
• Define, optimize, and standardize support processes, workflows, and best practices, including AI-integrated support models.
• Continuously refine support strategy based on trends, metrics, dashboards, customer feedback, and performance insights.
• Collaborate closely with Product and R&D to drive impactful improvements and influence product development.
• Foster a culture of learning, ownership, adaptability, and strong documentation practices across the team.
• Manage global 24/7 operational needs while balancing multiple priorities with urgency and professionalism.

Qualifications

• 2–3+ years of experience leading Technical Support or Support Operations teams (global or large-scale environment preferred).
• Proven experience troubleshooting and debugging distributed SaaS systems.
• Experience implementing and improving support processes, including automation or AI-driven workflows.
• Hands-on experience with support tools, integrations, and cross-functional product collaboration.
• Excellent communication skills in English (written and spoken).
• Fast learner, curious, and proactive - comfortable adopting new technologies and driving innovation.
• Strong multitasking abilities, problem-solving mindset, and process-oriented approach.
• Experience working directly with external customers and global teams.