Technical Support Team Lead

Description:

The Technical Support Lead, leads and empowers a global team of technical support engineers at PlainID, driving excellence in customer experience and technical problem resolution.

Your primary focus will be on hands-on technical leadership, mentoring team members, and fostering innovation through close collaboration with Product, R&D, and Global Services teams.

You will play a key role in enhancing processes, leveraging team expertise, and introducing automation and AI-driven insights to ensure that both customers and partners receive world-class technical support.

Key Responsibilities

• Lead by example — actively engage in hands-on troubleshooting, log analysis, API debugging, and system diagnostics to guide engineers toward effective resolutions.

• Mentor and develop support engineers, deepening their technical expertise and problem-solving capabilities across PlainID’s product suite.

• Drive operational excellence by refining workflows, optimizing resource allocation, and ensuring adherence to SLAs and service quality standards.

• Utilize data and AI tools to identify recurring issues, automate root cause analysis, and strengthen proactive support practices..

• Collaborate effectively with R&D, Professional Services, and Product teams to escalate, prioritize, and resolve complex technical challenges.

• Serve as a point of escalation for customer incidents, ensuring timely resolution and clear communication with stakeholders.

• Monitor and analyze performance metrics (e.g., resolution time, CSAT, case volume) to identify trends and drive continuous improvement.

• Oversee ticket management, triage, and shift planning to maintain optimal workload balance and timely resolution.

• Build and maintain knowledge-sharing frameworks and onboarding materials for both engineers and customers.

• Stay actively informed on new product versions and updates to ensure seamless support across all product lines.

• 3+ years of experience managing a technical support team in a SaaS environment.

• Proven hands-on technical expertise — skilled in diagnosing complex issues, log analysis, and API debugging.

• Strong working knowledge of REST APIs, SQL, Linux, Bash scripting, and system monitoring tools.

• Experience with cloud technologies such as AWS, Kubernetes, and Docker.

• Proficiency with ticketing systems, particularly Jira Service Management.

• Demonstrated success working with enterprise customers in high-pressure, time-sensitive environments.

• Excellent problem-solving, analytical, and organizational skills.

• Ability to thrive in a fast-paced, dynamic environment with a strong sense of ownership and accountability.

• Exceptional communication and interpersonal skills, with proven cross-functional collaboration.

• Willingness to provide on-call support during weekends and holidays as needed, with flexibility to accommodate occasional CST-hour coordination.

• Experience working in global, distributed support organizations.

Advantages

• Experience leading or integrating AI-driven initiatives, such as AI-assisted troubleshooting, automation, or predictive analytics in support operations.

• Familiarity with Identity and Access Management (IAM) and Information Security domains.

• Background working in startup or fast-growing SaaS environments.

About PlainID

PlainID is a category leader in authorization, building the future of Agentic AI access management. We solve the critical identity security challenges that keep Fortune 500 CISOs up at night, empowering global enterprises to adopt AI with confidence.

But our technology is only half the story. The other half is our people. We go beyond expectations, take ownership of our work, set a high bar for excellence, look out for one another, and have plenty of fun along the way. Here, your ideas, perspective, and contributions truly matter.

Join us to help shape a high-demand cybersecurity product, tackle meaningful challenges alongside some of the best in the industry, and be part of a supportive culture that values collaboration, initiative, and a flexible hybrid work model.