Technical Support Leader (Remote)

Tasks

• Analyze ticket data and support metrics
• Collaborate with engineering and product on bugs and improvements
• Improve support processes with automation
• Lead and coach technical support team
• Maintain knowledge base documentation
• Manage end to end support workflow
• Monitor SLAs and customer satisfaction
• Serve as escalation point for critical incidents

Perks/Benefits

• Dental insurance
• Flexible hours
• Health insurance
• Home-office allowance
• Inclusive parental leave
• Life insurance
• Professional development
• Remote work
• Wellness program

Skills/Tech-stack

CSAT | DNS | Data Analysis | EDR | Endpoint protection | FCR | Firewall | Incident Management | KPI Reporting | Log Analysis | Network Security | Queue configuration | SIEM | SLA management | Salesforce | Service Desk | TCPIP | VPN