Technical Support Team Lead

Description

Welcome to Zesty, a dynamic startup at the forefront of cloud optimization innovation!

Zesty’s Mission

Zesty is a startup company specializing in automated optimization solutions, aiming to help organizations reduce costs and enhance operational efficiency. The company offers a range of products designed for DevOps and FinOps teams responsible for managing cloud usage within organizations.

Position Overview -

As a Technical Support Team Leader at Zesty, you will be a key player in ensuring our customers have the best possible experience with our platform and suite of products. You will manage and mentor a team of support engineers and work directly with customers and internal teams to diagnose technical issues, resolve complex problems, and provide expert guidance to help our customers use the platform effectively. This role requires strong technical skills and knowledge, strong people management skills, excellent communication skills, a customer-first mentality, and an adaptive mindset.

Your Ownership Will Include

• Lead and mentor a team of Technical Support Engineers..
• Manage ticket queues, prioritize issues, and ensure timely and effective resolutions.
• Act as an escalation point for critical or complex customer issues.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to advocate for customer needs.
• Monitor KPIs and team performance, providing regular feedback and reporting.
• Drive continuous improvement in support processes, documentation, and tooling.
• Conduct regular 1:1s, performance reviews, and training sessions.
• Ensure 24/7 coverage through team scheduling, shift planning, and on-call rotations.
• Contribute to the hiring and onboarding of new team members.
  
  

• 3+ years of experience in a technical support or customer-facing engineering role.
• 1+ years of experience leading or mentoring support teams.
• Strong troubleshooting skills across Linux, cloud environments (AWS/GCP/Azure), and networking.
• Experience with ticketing systems (e.g., Zendesk, Jira), monitoring tools, and CRM platforms.
• Excellent communication skills, both written and verbal.
• Customer-first mindset and ability to remain calm under pressure.
• Ability to work independently in a fast-paced, remote-friendly environment.
• Experience working with Kubernetes and container technologies in a hands-on capacity advantage.
• Knowledge of programming languages (e.g: Python, JavaScript, SQL) - advantage.
• Bachelor’s Degree in Computer Science, Engineering, Information Technology or a related field - advantage.
  
  

• Be You – We celebrate diversity and believe everyone should feel safe and empowered to bring their full selves to work.
• Transparency First – We share wins, lessons, data, and decisions openly. Got a question? Just ask.
• One Team, One Mission – We trust each other and work as one, where every voice matters.
• Speak Up, Stay Open – Feedback flows freely in all directions. We face challenges head-on with fresh ideas and honest conversations.
• Leave Ego at the Door – We lead with humility, not titles. Collaboration beats competition—every time.