Escalation Team Lead

We’re anecdotes; a dynamic B-round startup founded in June 2020, who’s revolutionizing the Compliance Automation landscape for hyper-growth companies. At the heart of our mission is the belief that credible, visible, and actionable data should empower every GRC team's decision-making. Imagine a world where enterprises seamlessly collect and standardize data from hundreds of SaaS tools, cloud infrastructures, private networks, databases, and more. We bring that vision to life, providing continuous, real-time visibility into their Security Compliance posture.

As a Support Team Lead, you'll be pivotal in supporting our enterprise clients and ensuring their satisfaction. As the team leader, you’ll apply technical and analytical thinking, assist your team in identifying the root cause of customer issues—whether it's a misconfiguration in an unfamiliar system or a problem within our code. You’ll collaborate closely with Product and Engineering teams, sharing insights and trends that help drive platform improvements.

The opportunity

• Coordinate the team’s workload, ensuring support cases are handled efficiently and effectively.
• Mentor and train team members to enhance their technical skills, communication, and problem-solving capabilities.
• Deliver responsive, high-quality technical assistance across multiple channels, meeting established SLAs.
• Become a go-to expert on our platform’s features, limitations, and workarounds to better assist customers and support staff.
• Translate complex issues into simple terms, document solutions for scale, and share knowledge internally.
• Identify recurring issues, track trends, and implement strategies to resolve root causes and streamline workflows.
• Collaborate with Engineering to triage bugs, test solutions, and maintain transparent communication with stakeholders.
• Develop training materials, refine processes, and build tools to equip customers and empower the support team.
  
  

• At least 2 years experience of leading global support team for a SaaS product.
• At least 2 years experience in technical support role.
• Proven track record of assuming new responsibilities and helping to establish sustainable workflows, functions, and teams.
• Experience working with ticketing system like Zendesk and logs exploration platform like Datadog.
• Fundamental knowledge of APIs, networking, any coding language and Cloud Platforms.
• Strong people skills with the ability to forge long-lasting relationships and ability to deliver complex messaging clearly and logically.
• Bachelor’s Degree in Computer Science or other related field - advantage.
• Experience in the space of Cloud Security / GRC - advantage.