Technical Support Team Lead

About Port

At Port.io, we are building an open and flexible Agentic Engineering Platform for modern engineering organizations. Following our recent $100M Series C funding round, we are in a phase of rapid hypergrowth with strong enterprise momentum.

We act as the central nervous system for engineering, enabling platform teams to unify their stack and expose it as a governed layer through golden paths for developers and AI agents.

By combining rich engineering context, workflows, and actions, we help organizations transition from manual processes to autonomous, AI-assisted engineering workflows while maintaining control and accountability.

As a product-led company, we believe in building world-class platforms that fundamentally shape how modern engineering organizations operate.

We’re looking for a hands-on Technical Support Team Lead to lead our Support Engineering function across EMEA and APJ. You’ll lead the team as a hands-on manager, owning escalations, enabling the team, and setting a high bar for technical rigor and customer experience.

You’ll also help evolve Support into an AI-assisted, efficiency-focused operation: improving first response quality and speed, reducing time to resolution, and scaling support as we grow.

Responsibilities:

• Lead and manage a high-performing, distributed Support Engineering team across EMEA & APJ
• Coach, mentor, and provide ongoing feedback through 1:1s and day-to-day prioritization
• Hire, onboard, and enable new team members while maintaining consistent technical standards
• Ensure strong cross-timezone collaboration and reliable customer coverage
• Act as a hands-on leader by supporting priority tickets, removing blockers, and setting a high bar for customer communication
• Own and improve operational metrics such as first response time, time to resolution, CSAT, and backlog health
• Run the team’s operational rhythm, including queue management, escalations, and incident reviews
• Drive adoption of AI-assisted support and automation to improve efficiency and quality
• Serve as the voice of the customer by surfacing trends, issues, and usability gaps to Product and Engineering
• Participate in on-call rotation and provide escalation leadership for critical issues
  
  

• 2+ years experience leading or mentoring technical support engineers (team lead/manager/acting lead).
• Proven track record improving support performance against operational metrics, especially time to first response and time to resolution.
• Strong prioritization and incident leadership skills in high-urgency customer situations; excellent customer communication.
• 6+ years in Tier 3 technical support (SaaS / infrastructure / developer tools preferred).
• Strong troubleshooting across Kubernetes, CI/CD workflows, JSON/YAML, cloud (AWS/GCP/Azure), observability, Terraform, REST APIs, and SQL/Snowflake.
• Experience working with ticketing systems (Zendesk / Pyllon / Jira Service Management), including workflows and reporting.
• Excellent written and verbal English.