Technical Support Team Lead

Dragontail Systems is a dynamic and innovative company that is revolutionizing restaurant technology. At Dragontail Systems, you'll have the opportunity to work on innovative technologies in an environment that values growth and collaboration.

About the Role

As a Technical Support Team Lead, you will play a key role in leading and developing a high-performing technical support team while owning operational execution, service quality, SLA performance, and cross-functional collaboration. This role combines deep technical understanding, people leadership, and data-driven decision-making, alongside the implementation and development of AI-based solutions to improve troubleshooting efficiency, reduce resolution time, and scale support operations.

Key Responsibilities

• Lead, coach, and develop Technical Support Engineers through regular 1:1s and ongoing technical mentoring.
• Own the team's operational performance, ensuring high-quality, timely, and accurate issue resolution.
• Act as the primary escalation point for complex technical issues and coordinate resolution with R&D, Product, and Engineering.
• Conduct ticket quality reviews and ensure adherence to troubleshooting standards and best practices.
• Design and implement AI-powered tools and automations that improve troubleshooting efficiency and agent productivity.
• Analyze ticket trends, logs, and recurring issues to identify root causes and drive continuous improvements.
• Improve internal knowledge bases and technical documentation using AI-assisted workflows.
• Drive team projects focused on automation, scalability, and operational excellence.
• Foster a culture of ownership, technical excellence, innovation, and continuous learning.

KPIs & Success Metrics

Operational Excellence:

• SLA adherence (response & resolution time)
• First Response Time (FRT)
• Mean Time to Resolution (MTTR)
• First Contact Resolution (FCR) rate
• Ticket quality score (QA audits)
• Customer Satisfaction (CSAT)

Technical Effectiveness:

• Accuracy of troubleshooting and root cause identification
• Reduction in recurring issues / repeat tickets
• Escalation rate to R&D / Tier 3
• Knowledge base coverage and usage

AI Adoption & Impact:

• % of tickets handled with AI-assisted workflows
• Reduction in average handling time (AHT) through AI usage
• Number of AI tools/automations built and adopted by the team
• Measurable efficiency gains from AI implementations (time saved, ticket deflection, or workload reduction)
• Agent adoption rate and effective usage of AI tools
• Contribution to AI-driven knowledge base / documentation improvements