Technical Team Lead (Customer Support) ( US-East Coast remote)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Team Lead (Customer Support) in the United States.

This role is ideal for a technically skilled leader who thrives on mentoring teams and driving exceptional customer support outcomes. You will lead a team of technical support engineers, serving as the main point of contact for escalated issues and ensuring customer satisfaction across enterprise clients. The position combines hands-on technical expertise with leadership responsibilities, guiding workflows, coaching staff, and improving processes. You will collaborate with cross-functional teams, including engineering, product, and sales, to resolve complex issues and implement strategic solutions. This role offers a dynamic, fast-paced environment where leadership, problem-solving, and customer advocacy are central to success.

Accountabilities

• Serve as an advocate for customers, presenting a professional and positive image of products and services.
• Resolve escalated technical issues to restore or enhance customer satisfaction.
• Conduct post-escalation follow-ups with internal teams to improve processes and prevent recurrence.
• Coach and mentor support team members, implementing strategies to improve resolution efficiency and team performance.
• Assist leadership with team development initiatives, testing new tools and workflows to enhance productivity.
• Ensure proper ticket assignment and adherence to support procedures.
• Facilitate backlog reduction by collaborating with senior engineers, development, and product management teams.
• Promote open communication between technical support engineers and other departments.

• Minimum 2 years of management or team leadership experience with strong team-building skills.
• Bachelor’s degree in Computer Science, Engineering, Security, or related field, or equivalent experience.
• At least 8 years of experience in technical support or customer-facing technical roles.
• US Citizenship to support FedRAMP and federal client requirements.
• Strong troubleshooting skills across applications, operating systems, and networking.
• Technical experience in Python, SOAR automation, Cyber Threat Intelligence, or SIEM integration.
• Proficiency with Linux (RH, Ubuntu, Rocky) and Windows OS, including command-line operations.
• Familiarity with virtualization technologies such as VMware/ESX.
• Experience with tools such as Confluence, Jira, Salesforce Service Cloud, or comparable platforms.
• Knowledge of SIEM or security operations platforms (e.g., Splunk, QRadar, Microsoft Sentinel, CrowdStrike).
• Ability to participate in on-call rotation and support a global customer base.
• Strong organizational, interpersonal, and communication skills, with a problem-solving mindset.
• Potential travel up to 25%.