Technical Support Team Lead

Description:

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS. 

We’re rapidly growing and looking for another important piece of the puzzle. 

Is it you? 

We are seeking a hands-on, customer-focused Technical Support Team Lead to manage and scale our Tier 1–2 support operations. You will lead a team of support engineers, drive operational excellence, and serve as the escalation point for complex issues. This role is critical to ensuring Shield’s customers receive timely, high-quality support across our SaaS platform.

Let’s get down to business:

 What you’ll do: 

• Lead and mentor a team of technical support engineers based in Israel and Portugal, ensuring SLA adherence and high customer satisfaction.
• Serve as the first escalation point for complex technical issues, coordinating with Tier 3, R&D, and DevOps as needed.
• Oversee incident triage, classification, and resolution using Zendesk and internal tools.
• Maintain and improve support workflows, including ticket hygiene, backlog management, and knowledge base usage.
• Collaborate with Product, Engineering, and Customer Success to escalate bugs, prioritize fixes, and improve product usability.
• Monitor support KPIs and generate reports to identify trends, gaps, and opportunities for improvement.
• Participate in hiring, onboarding, and training of new support team members.
• Contribute to the development of internal SLAs and support playbooks.

Experience and skills: 

• 5+ years of experience in technical support or operations roles, with 2+ years in a leadership capacity.
• Proven experience working with complex customer environments, particularly in Enterprise SaaS B2B or B2G settings.
• Demonstrated success in leading and managing a global support team.
• Strong troubleshooting skills across SaaS environments (Linux, MySQL, Elasticsearch, APIs, etc.).
• Experience with support platforms like Zendesk, Jira, and Confluence.
• Familiarity with cloud infrastructure (AWS, Azure) and CI/CD pipelines is a plus.
• Excellent communication skills in English (written and verbal).
• Proven ability to work cross-functionally and manage competing priorities in a fast-paced environment.

Oh hey, you made it all the way here! 

So, in case you were wondering, Shield is how compliance teams in financial services can finally read between the lines to see what their employee communications are really saying.  

Our platform analyzes digital interactions to fight financial crimes and mitigate a toxic workplace environment. 

Shield is a post Series B startup ($35M) with some of the largest financial organizations in the world as investors and customers. 

Shielders listen more intently. Pay closer attention to the details. Make the extra effort. Care. It’s what we do at Shield every day. And not just for our customers, but for everyone we work with. It’s all about creating a world where people understand and trust each other. 

Shield is set to do good in the world, we help protect market integrity and people’s financial assets.