Support Team Lead

Logz.io helps cloud-native businesses monitor and secure their environment. Our Open 360™ Platform turns observability from a high-cost, low-value burden to a high-value, cost-efficient enabler of better business outcomes by combining and extending familiar, powerful and relevant Open Source capabilities across Logs, Metrics and Traces – complemented by security monitoring in the form of cloud-based SIEM.

Now developers and engineers can employ an end-to-end, cloud-native observability stack built on scalable and easy-to-use Open Source using a single UI and unified agent – at a cost that anyone can afford. Our customers unlock proactive troubleshooting, faster product delivery and a fully supported SaaS observability platform, all while compounding efficiencies in time and cost.

We are seeking a motivated and experienced Support Team Lead to join our growing team. If you are a natural leader with a passion for helping customers and driving results, we want to hear from you.The support team lead is responsible for leading and supervising a team of Tier 1 and Tier 2 support engineers, ensuring the delivery of outstanding customer service. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep commitment to customer satisfaction.

Responsibilities:

• Set performance goals, monitor team performance, and conduct regular one-on-one meetings
• Foster a positive team culture that promotes collaboration, knowledge sharing, and continuous improvement
• Customer Support: Handle escalated customer inquiries and complex issues to ensure prompt and satisfactory resolution
• Monitor customer support channels (e.g., email, chat,) and ensure timely responses
• Identify areas for improvement and implement strategies to enhance support quality
• Collaborate with cross-functional teams to identify process inefficiencies and suggest improvements
• Prepare regular reports on team performance and customer feedback for management review
  
  

• Proven experience in a customer support role, with at least a year in a leadership or Team lead role
• Great communication skills in Hebrew and English, both written and verbal
• Strong problem-solving and conflict resolution abilities
  
  

• Obsess Over Customers
• Act With Courage
• Win As A Team
• Deliver Results